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Contact center agents truly work on the front lines of customer service. They are frequently an upset customer’s first point of contact, and that first interaction can set the tone for brand perception over the long term. Ensuring that each of these scenarios is up to the quality your brand needs is crucial both for customer loyalty and the happiness of your agents. Performance management is an important way to meet the needs of both internal and external audiences.

People today are more connected, digitally, than ever before. Digitalization and technological advancements have fueled the adoption of connected devices, which are expected to reach nearly 31 billion units by 2024.

Demand for self-service is soaring. Consumers expect more than ever, beginning with the 24/7, always-available convenience of finding solutions to their problems themselves. Though most businesses now offer at least one self-service app, a Gartner survey found that just one in 10 customers report resolving their issue using self-service entirely.

Over a year in to the COVID-19 pandemic, more people are working from home than ever before. Remote work was far from the norm before the pandemic—about 4.7 million U.S. employees, or about 17% of the workforce, worked from home full-time (more than five days a week). By spring of 2021, however, that number had increased to 44%. As experts at McKinsey wrote: “The virus has broken through cultural and technological barriers that prevented remote work in the past, setting in motion a structural shift in where work takes place.”

Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers

There’s no question that the COVID-19 pandemic has been harder on some segments of the population than others, and researchers have documented a huge spike in vulnerable customers as a result. In fact, one study found that fully 53% of adults display some characteristic of vulnerability, in large part due to layoffs, reduced hours at work or low financial resilience.

A contact center is no longer a place to just handle calls. Today, there is click-to-chat, email, text, callbacks, and all the digital channels customers use. The importance of customer experience and loyalty has become more important than ever, and technology is improving and changing rapidly. Our goal at NICE CXone is to help our customers build lasting relationships with their customers because we understand the value and importance of satisfying customers.