Solutions for contact center supervisors and agents

As a contact center supervisor or agent, you're on the frontline of the battle to win and keep customers. Every interaction matters and every second counts when you're helping customers and others are waiting in the queue. A job this important in such a fast-paced environment requires easy-to-use customer support software.

Are there things about your current technology that prevent you from being fully successful? Maybe you don't have visibility into or your team's performance. Or perhaps you must do too many manual processes because your systems don't talk to each other.

Technology is supposed to be an enabler, not an obstacle. The best supportive CX technology helps you be more efficient, accurate, and effective by providing innovative functionality and an intuitive user interface. When you're successful because you have the right tools, your customers and organization are also more successful.

Your role is too important to be hampered by inadequate systems. When customer satisfaction and loyalty is at stake, you deserve industry-leading contact center software.

Unlock a frictionless experience in your daily tasks

When it comes to efficient customer service software, NICE CXone is at the head of the pack. CXone is cloud-based, meaning we host it, and you can access it from anywhere that has an internet connection, including your home.

Our customer service platform includes everything from quality management to workforce management to reporting and sophisticated AI-powered analytics solutions. Chances are that if your contact center needs a solution, we can provide it.

Our applications work together to provide the efficiency you need, and the superior omnichannel experiences customers expect. Whether your customers want to interact with you by phone or digital channels such as chat or text messaging, CXone enables you to offer their preferred channels. And with our effective, AI-infused self-service tools, customers can even help themselves.

Artificial intelligence is used extensively throughout our contact center platform to make processes like routing, volume forecasting, and troubleshooting customer issues smarter, more accurate, and more efficient. Frontline employees are set up for success with our agent-friendly AI CX tools that create transcripts of calls for you, proactively deliver information from the knowledge base, and alert you when your soft skills are slipping.

Supervisors also benefit from improved visibility to performance and automated workflows that streamline communications and simplify tasks. For example, processes like requesting time off can be handled in a workflow that ensures everyone is kept informed of status and that nothing falls through the cracks.

All these capabilities are available in a user-friendly interface that even your newest agents and supervisors can quickly learn.

Let's look at some examples of how our easy-to-use customer support software can address some of the challenges you may encounter in your workday.

Addressing your daily challenges

There is a noticeable difference between antiquated systems and modern and efficient customer service software. But even newer systems can have drawbacks, especially if they are awkward to use and create manual work. The following challenges may be all too familiar to you. But don't worry - CXone can resolve all these issues.

Complexity of navigation

Do you find yourself struggling to find the right screens to perform certain tasks? And meanwhile the customer is waiting for you to wrap up the interaction? That isn't just frustrating for you and the caller; it also drives up handle times, forces customers in the queue to wait longer, and may even result in a second interaction. There is a science to creating streamlined user interfaces, and some software providers are better than others at applying that science.

Not only has CXone been designed using usability best practices, but we had heavy input from end users like you to create a system that adds simplicity and efficiency to your daily work and allows you to focus on the customer rather than being distracted by difficult to use software.

As an example, input from agents and supervisors led to the development of MAX, our innovative agent desktop. MAX sets the standard for easy-to-use customer support software by providing access to all support channels and consolidating all agent applications into a single user interface. This is especially helpful for omnichannel agents and ones that are simply tired of toggling through open windows to find the system they need.

Watch this demo to see MAX in action.

Time consuming tasks

Inadequate technology can also cause you to spend too much time on administration and not enough time building relationships with customers. An example we frequently see is the requirement for agents to copy information from one system and paste it in another. And it's not unusual to see supervisors entering performance data into spreadsheets because none of the system reports fully meets their needs.

Our supportive CX technology is designed with the philosophy that contact center platforms should help make all users more efficient. As such, our solutions integrate easily with other systems, potentially eliminating the need for so much cutting and pasting. Additionally, because our applications include practical AI for customer interaction, they can perform tasks such as creating call transcripts and feeding them to CRM systems.

CXone can also relieve supervisors of burdensome tasks with features like customizable reports, automated scheduling, smart analytics, and technology-supported quality management. If you're a supervisor, this gives you more time to coach agents and improve team performance.

Ineffective communication

Effective communication is essential to developing and running a high performing customer service team, especially if part of that team works from home. If you're using an older system that wasn't built for collaboration, that adds increased complexity and the potential for errors to the communication process.

CXone addresses this challenge through configurable workflows for processes such as requesting schedule changes and challenging quality evaluations. Additionally, agents have a dashboard that provides them with their individual performance statistics so that they always know where they stand and can take ownership of their own results. Agents can also view their schedule and see how many interactions are waiting to be handled on the agent desktop.

For their part, supervisors can perform tasks such as pushing coaching packages and reviewing evaluations with their agents right in the MAX interface. They can also see their team's performance results on their own dashboards.

Repetitive, boring issues

Do you spend your days answering the same customer questions or resolving the same simple issues over and over again? That can be mind-numbing and morale busting! As a smart agent, wouldn't you rather spend your time solving more interesting problems? There's a chance your technology is failing you by not performing those repetitive tasks for you and your customers.

CXone tackles this challenge head on by allowing customers to handle their own, simple matters. Tasks that are straightforward and follow defined rules are great candidates for self-service, which could include anything from opening a new insurance claim to checking an account balance.

Our self-service solutions include:

• Knowledge management. Our intelligent knowledge base provides customers with the best possible answers rather than a confusing laundry list of irrelevant options.
• AI-powered virtual agent. Enlighten Autopilot, our smart virtual agent, elevates self-service experiences by guiding customers through the process using natural, conversational language.
• Interactive Voice Response (IVR). CXone IVR, which sets the standard for practical AI for customer interaction, facilitates partial and full self-service. For example, one of our clients authenticates callers in the IVR before transferring them to agents. This improves handle times by reducing the tasks agents must perform.

For more information about our DIY solutions, visit our self-service product page.

Resistance to change

We get it. Switching to new software is a significant change that some people will resist. Your current software may be awkward to use and might not support all your needs, but at least it's the devil you know, right?

One of the many benefits of CXone is that it's intuitive and easy to learn and use. In fact, agents can be adequately proficient at using it in a matter of hours rather than days. And to get you started, we offer a choice of self-paced eLearning and resources.

If ease of use doesn't win everyone over, superior functionality will. Capabilities such as MAX and Enlighten Copilot - which provides guided assistance - can empower agents to provide more customers with timely and accurate resolutions. What agent wouldn't buy into that?

To get a better feel for how CXone can make you more efficient and effective at satisfying customers, watch our demo and visit the CXone product page.