• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          A contact center agent works from home during COVID-19

          Contact center supervisors: Practical advice for boosting remote agent engagement

          by Tamsin Dollin
          April 9, 2020
          Share

          COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all. (AND WE THANK YOU!)

          When I dial 211 (US), 311 (Canada) or 112 (UK) for info about city services or call the bank these days, there’s a pretty good chance that the agents assisting me are working from an improvised “office” – and that might be their dining table, kitchen counter or maybe they secured a quiet corner of their basement. It’s going to take a while for everyone—managers, supervisors and agents alike—to settle in and adjust.

          It’s nearly impossible for contact centers to deliver superior customer service if they don’t have engaged agents – but now that there’s a ‘new normal’, how do you boost engagement of your contact center agents when everyone is suddenly working from home? And, where does that leave performance management as a whole?

          If your agents aren’t engaged, neither are your customers

          More than ever, it’s critical to promote collaboration – and reward contact center agents who work well with team members. Why? Because those agents are the critical frontline, servicing your customers during alarming times, with the power to continually raise your level of customer experience. If your contact center agents aren’t engaged team members, your customers feel it. It might seem obvious but, for agents to be engaged, they need to be motivated, rewarded, and recognized as valuable employees and as skilled collaborators.

          According to a recent Gartner Survey, 86% of customer experience executives cite Agent Experience (AX) as the single factor that has the most impact on CSAT. And that may apply now more than ever as we enter this ‘new normal’ of agents working from home. If you don’t pay attention to your agents, their engagement drops. And your customers notice, especially when <insert name of your competitor> treats them better.

          Agent oriented = customer optimized

          Contact center supervisors Practical advice for boosting remote agent engagement

          You really can’t engage agents (never mind empower them) until you unburden them. To truly achieve customer-optimized status, a contact center really needs to be agent oriented. Which is great, except…the challenge is, 75% of contact centers face major barriers to full ‘work-from-home’ and simply aren’t equipped to make the transition (e.g. Infrastructure doesn’t support, incomplete tools for customer and process needs, etc.). Meanwhile, contact center supervisors are rushing to ensure operational stability, rally their teams and keep everyone safe and calm.

          Contact center best practices for ‘work from home’ supervisors

          On Twitter, one contact center leader I follow recently tweeted, “It's one thing to have at-home employee best practices. It's a whole different deal when you are talking about at-home Call Center Agents…”. I couldn’t agree more! And workforce optimization including scheduling, performance, and quality become even more critical.  If you are a contact center supervisor dealing with sudden working environment changes, here are some best practices that could help:

          What else? Collaboration, gamification, and reward

          Whether you manage a remote team or find yourself transitioning to “work from home”, you may be interested in our upcoming live webinar called, Boosting Remote Agent Engagement: Collaboration, Gamification, and Reward on April 15. This is your opportunity to hear real-world stories and stats on employee engagement in the contact center, as well as pick up some good strategies for:

          • Keeping agents engaged and creating a healthy team environment through fair, transparent and data-driven gamification – even when they are working remotely
          • Boosting performance through team collaboration, personalized incentives and reward programs
          • Improving the experience your customers receive by delivering consistent service

          Don’t miss Boosting Remote Agent Engagement: Collaboration, Gamification, and Reward on Wednesday, April 15, 2020. Presented by ICMI in coordination with NiCE. Register here.

          About the Author

          Tamsin Dollin

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          June 24, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          Read

          June 18, 2025

          Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly

          Read

          June 17, 2025

          Building a NiCE world: The stories making the world brighter

          Read

          June 12, 2025

          Turning customer service happiness into a competitive advantage

          Read
          Woman on her phone, excited with the launch of NiCE New World

          June 3, 2025

          Welcome to a NiCE world

          Read

          More from the blog

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world
          AI

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          At NiCE, our vision is to create a world where customer service just works. It’s a world that is seamless, smart, and connected across every interaction.

          June 24, 2025

          AI

          Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly

          At NiCE, we don’t believe in waiting around for what’s next. We build it. We imagine it. And with CXone Mpower Agents, we’re setting a new bar for what intelligent service can be.

          June 18, 2025

          AI

          Building a NiCE world: The stories making the world brighter

          A NiCE World – People are opening up about what a NiCE world means to them, sharing stories that feel both deeply personal and universal with vibrant photos.

          June 17, 2025

        • Adapt your scheduling: If you are responsible for managing workforce schedules, consider shorter shifts (Use bidding to ensure coverage; also eliminate breaks and lunches). Review the way approvals are handled and save time by setting as many ‘auto approvals’ as possible. Establish regular touch points with other supervisors and your peers. For meetings, optimize the best times for the business, based on customer demand and agent schedules.
        • Boost engagement: Beyond business continuity and the basics of connecting everyone from home, there’s the matter of managing team performance. If you are used to dropping in to visit your agents during regular walkabouts on the contact center floor, that’s a tall order! Instead, support agents through their individual transitions with frequent communication and temporarily relaxed goals (e.g. AHT). Maintain transparency by tracking and sharing agent activity, including their goals and metrics. Be sure to keep up coaching efforts; in fact, consider doubling their coaching time as a rule of thumb (see tip #3) and applying analytics for targeted feedback. 
        • Overcommunicate…and rethink all the little things. Perhaps it’s obvious, but worth repeating: Overcommunicate! Now is not the time to run on assumptions. Instead, set and follow-through on clear rhythms for all-hands, team, and 1:1 engagement. Drive collaboration by making it easy for feedback loops between supervisors and peers. Ensure productivity by documenting and reviewing expectations, then provide visibility of team and individual metrics.