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If you are managing sales compensation, then you know there are several key challenges involved. Companies of every size want to reduce payment errors, ensure faster and more accurate compensation, improve control and increase transparency. However, as volume increases and sales teams grow globally, achieving these goals becomes more and more complicated.

If you work in a contact center, you know that business is different now compared to before the pandemic struck. The most obvious difference may be that most of your agents started working from home – and almost a year later, likely still are. But you probably also noticed a change in your call volumes and patterns. Many organizations experienced a spike in volume at the beginning of the lock downs as well as an increase in handle times. And the timing of when those calls came in changed for many as well.

We connected with our team of subject matter experts to get their opinions on the top issues facing the 2021 contact center and what customer experience leaders need to keep in mind as they brace for the future. Here’s what they had to say.

Is yours a company that engages in strategic workforce planning and as a result, is reaping the benefits of having the right people in the right jobs at the right time? If so, you know the makeup and capabilities of your current workforce. You’ve planned for future scenarios based on company growth. And you constantly review and take proactive steps to align your workforce with the future you foresee.

The holidays are upon us, and you can make this holiday season merry and bright not only for your customers but for your agents too. Here are easy tips and ideas for low-cost ways to diffuse tension and bring more fun to December, no matter what industry you’re in.

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive. Stories of automating routine tasks and providing automated self-service options, while highlight how contact center focused on enhancing personal CX by allowing agents to do their best work will be a focal point for businesses.

One of the hardest things I’ve ever done is to change jobs. My old job was great, the company was successful, the people were fantastic – but sometimes you need to make a change to challenge yourself. When I sat with my now boss and talked about my future, it was really clear that NICE had a lot to offer. I talked it through with my wife over a glass (bottle) of wine, and after tucking my baby girl into bed I decided to make the change.