Ask Laura Bassett what a typical day is like – and NICE CXone’s Vice President of Product Marketing quickly draws from a metaphor to describe her role behind the scenes.
The benefits of agent engagement are obvious to any contact center manager or supervisor. Agents who are engaged align their own personal goals with those of the company they work for.
If there is one single perk that contact centers can offer to agents to recruit and retain staff, it’s flexible scheduling. With the ability to work from nearly anywhere, agents want to fit their work schedule to their lives, not the other way around.
Advances in artificial intelligence have businesses rethinking their approach to customer communication. Gone are the days of wishing for the best and responding when things go wrong.
In 2022, there are more pathways to engage with businesses than ever before. Social media, chat, instant messaging, and apps have all been added to the menu along with traditional options like voice and email.
Today’s modern world revolves around data. Data is created and collected everywhere, about everything, and is used by just about every business imaginable.
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NICE named a worldwide Leader in 2024 IDC MarketScape CCaaS report