Shining a Spotlight on Customer Services – Introducing NICE CX Idols

The Lockdown - Paying Tribute to Frontline Workers

The COVID-19 pandemic showed our appreciation for key frontline workers who, during the lockdown, put their personal safety to one side so that we can continue to function as a society. This is not to suggest that we did not appreciate them prior to the pandemic. If anything, we raised the bar as we hear many great stories of their selflessness during these times of crisis as we continue to clap for carers and pay tribute to other vital roles like supermarket staff, refuse collectors and bus/delivery drivers.

Alongside these very public roles, we’ve also seen the emergence of those whose efforts to ensure business continuity and agility have proven vital to so many industries and consumers. Among those are contact centre agents (CCAs).

The CCAs - COVID-19 Related Spikes and Likes

According to data released by NICE inContact, 78% of contact centres in the UK have reported increased interactions as customers reach out for support since the start of the pandemic.

Feedback from the field has also been remarkable with stories emerging of many CCAs that have demonstrated a willingness to go above the call of duty to support their colleagues as they simultaneously adapt to new working conditions, often in isolation, to deal with a surge in interaction volume and intricate enquiries from vulnerable customers.

It can be tough job during normal times, but as they continue to provide timely, compassionate and professional resolutions to customers seeking critical information during these extreme times, CCAs have proven to be vital on the frontline operating as unseen and unsung home-based heroes.

The CX Idols - Celebrating Customer Service Excellence

This is now the time for CCAs to get the recognition they deserve and showcase their efforts. The overwhelming stories shared at the height of the pandemic by many CCAs has inspired us to recognise them and celebrate the positive contribution they bring to the customer services sector.

The launch of NICE CX Idols paints a picture of agents who have risen to the challenge of working remotely and constantly adapted to the changes that have come their way:

“The operational landscape has been a moving beast through the last few weeks, driven by both existing and new clients. Mo has demonstrated exceptional self-control in a new and unfamiliar ‘working from home’ environment. He has been required to be both highly proactive and reactive during the pandemic.”

Nominated by Jonathan Grocock, Head of WFP & BI, Arvato

Supporting customers during this time of need has been harder and more important than ever, with many agents personifying what the term ‘CX Idol’ really means – as demonstrated in Nathan Stansbury, L&G’s Operational Planning Manager winning nomination:

“Since the start of the coronavirus pandemic, Richard has stepped up to assist with telephony routing queries and troubleshooting to resolve potential issues which may impact our customers.”

While technologies such as AI and desk top automation have had a pivotal key role in enabling the shift to remote working, it is the CCAs themselves that have really made the difference.

Over to You – Nominate Your CX Idol!

These stories barely scratch the surface of how CCAs across multiple industries have made a remarkable difference during these challenging times. As such, we encourage you to share your experience to showcase their efforts. So if you have received an amazing service from a CCA, let’s hear from you! If your nominee demonstrated an outstanding customer service and has gone above and beyond when it’s not expected, then consider nominating them for this honour.

The next time you interact with a great CCA, before you end that call, email exchange or online chat, make a note of their details so you can nominate them here to become the next CX Idol!