The NICE User Group has named Marshall Kidd of eviCore its 2020 NUG Star for generously sharing his time and talents with the community. Read experts from the NUG Q&A to learn more.
The NICE User Group has named Marshall Kidd of eviCore its 2020 NUG Star for generously sharing his time and talents with the community. Read experts from the NUG Q&A to learn more.
In these challenging times your customer’s voice matters more than ever — but this information can get lost among everything else going on. Even if agents are distracted and issues are coming up, contact centers must provide the same level of satisfaction as they would have before. How can you prioritize excellent service no matter what’s going on in the world? Establish a Voice of the Customer Program.
It has been over five decades since Mick Jagger & Keith Richards penned the verse: “Hey, you, get off of my cloud. Don’t hang around cause two’s a crowd.”
There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese. The pair belong together.
What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. In a recent Aberdeen report, 66% of respondents said the reason they are going digital is to improve CX. And that makes total sense, because you want to be where your customers are, on every channel.
As we noted in the first essay in this series on work-from-home challenges, fundamentally changing boundaries are having an impact on staffing and performance in the contact center. The most obvious and inherent shift is the physical separation between employees and their workplace in remote work models. In the contact center, that separation has created challenges that may seem unrelated upon first blush but are in all actuality two sides of the same coin.
In the COVID-19 era, contact centres are looking for extreme business agility to compete effectively. Being able to move faster and respond to changing market dynamics has never been more important. And, even though the threat from COVID-19 will eventually recede, new ways of working are unlikely to be going away.