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What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center.

Every call center has a large volume of performance management information produced from all the systems that they use. But call center performance management is, by no means, an easy job. The elements of a good performance-management system are simple, but integrating them into a business’s fundamental operating system is more difficult than it seems. It requires strategic vision, hard work, difficult decisions, the ability to motivate people to hit tough targets, and much more.

Contact centers are growing more complex by the day. New channels require more advanced agent skill sets, and customers have higher expectations for every interaction. It’s a lot to ask of employees, who have the power to make every customer contact successful.

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center.

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Ultimately, we’re making it simpler and easier for you to deliver the best

With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NICE’s CXone cloud contact center platform—and it’s never looked...

The original version of this blog, excluding NICE references, was initially published in Lydia de la Torre’s Medium Blog. The version below has been extensively edited. The original version can be accessible here.