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PREPARED AGENTS: THE NEW PIONEERS

by Dana Shalev
January 27, 2022
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Imagine trying to settle a new continent or explore a new planet – so much would
be unfamiliar, including unmapped areas, suspecting locals, and not even knowing
what you don’t know. Now, think of your contact center agent, similarly sent off
into the new era of digital everything – still trying to deliver exceptional
customer service, but under pressure, a lone pioneer in a new territory, and
challenged in unprecedented ways by the change in culture and surroundings.
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ENRICHED CUSTOMER EXPERIENCE OPTIONS YOU NEED TO KNOW ABOUT

by Brian Mistretta
January 27, 2022
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Customer experience management (CEM) has become more complex due to emerging
technologies and perpetually shifting consumer expectations.
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5 WAYS TO PREVENT CONTACT CENTER AGENT BURNOUT

by Mechele Herres
January 26, 2022
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Contact center agent burnout is nothing new. Just look at average attrition
rates: the Quality Assurance and Training Connection (QATC) reports that annual
contact center employee attrition averages 30-45%, which is extremely high
compared to other industries.
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ENLIGHTEN AI ROUTING: SMARTER CONNECTIONS DRIVE REAL-WORLD BUSINESS RESULTS

by Michele Carlson
January 24, 2022
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Data is critically important, but contact centers often route their customers
without it—many organizations are holding on to legacy queue-based routing
methods developed nearly 50 years ago.
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ACCELERATE YOUR DIGITAL-FIRST STRATEGY WITH NEW AI FEATURES IN NICE RPA 7.6

by Itay Reiner
January 20, 2022
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During these volatile times, your business needs to increase productivity,
support your people with a better work experience, and meet the expectations of
a digital-first customer.
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BREAKING UP WITH YOUR CONTACT CENTER SOFTWARE DOESN’T HAVE TO BE HARD. IS IT
TIME TO SWITCH TO CXONE?

by Kara Bankhead
January 19, 2022
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With interaction volumes—and customer expectations—soaring, more and more
contact centers are re-evaluating their contact center software and providers.
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GET AN A+++ IN CX AND SMARTER SELF-SERVICE USING AI, AUTOMATION, AND ANALYTICS

by Tamsin Dollin
January 14, 2022
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A half-baked digital platform isn’t enough to keep up with the demands of a
digital world. Often, what’s really required is a system that keeps up with
thousands of simultaneous interactions and can meet customer needs and match the
complexity of every exchange. Check out these short videos to learn how you can
implement a knowledge management platform to upscale your self-service and
deliver impactful customer experiences 24 hours a day, 7 days a week.
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CATEGORIES

 * #NICETalks
 * Advantages of the Cloud
 * Agent Engagement
 * AI
 * Analytics
 * Analytics & Personalization
 * Back Office Performance
 * Call Center Best Practices
 * Call Center Compliance
 * Call Recording
 * Cloud Security
 * CMO Perspectives
 * Contact Center Management
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 * Contact Center Technologies
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 * CRM
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 * Events
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 * NUG
 * Omnichannel
 * Robotic Process Automation
 * Sales Optimization
 * Sales Performance Management
 * Using the NICE Platform
 * Value Realization Services
 * Voice of the Customer
 * Workforce Optimization


POPULAR POSTS

 * 
 * 
 * 
 * 
 * 


 * January 27, 2022
   
   
   PREPARED AGENTS: THE NEW PIONEERS
   
   Read
 * January 27, 2022
   
   
   ENRICHED CUSTOMER EXPERIENCE OPTIONS YOU NEED TO KNOW ABOUT
   
   Read
 * January 26, 2022
   
   
   5 WAYS TO PREVENT CONTACT CENTER AGENT BURNOUT
   
   Read
 * January 24, 2022
   
   
   ENLIGHTEN AI ROUTING: SMARTER CONNECTIONS DRIVE REAL-WORLD BUSINESS RESULTS
   
   Read
 * January 20, 2022
   
   
   ACCELERATE YOUR DIGITAL-FIRST STRATEGY WITH NEW AI FEATURES IN NICE RPA 7.6
   
   Read
 * January 27, 2022
   
   
   PREPARED AGENTS: THE NEW PIONEERS
   
   Read
 * January 27, 2022
   
   
   ENRICHED CUSTOMER EXPERIENCE OPTIONS YOU NEED TO KNOW ABOUT
   
   Read
 * January 26, 2022
   
   
   5 WAYS TO PREVENT CONTACT CENTER AGENT BURNOUT
   
   Read
 * January 24, 2022
   
   
   ENLIGHTEN AI ROUTING: SMARTER CONNECTIONS DRIVE REAL-WORLD BUSINESS RESULTS
   
   Read
 * January 20, 2022
   
   
   ACCELERATE YOUR DIGITAL-FIRST STRATEGY WITH NEW AI FEATURES IN NICE RPA 7.6
   
   Read
 * January 27, 2022
   
   
   PREPARED AGENTS: THE NEW PIONEERS
   
   Read
 * January 27, 2022
   
   
   ENRICHED CUSTOMER EXPERIENCE OPTIONS YOU NEED TO KNOW ABOUT
   
   Read
 * January 26, 2022
   
   
   5 WAYS TO PREVENT CONTACT CENTER AGENT BURNOUT
   
   Read
 * January 24, 2022
   
   
   ENLIGHTEN AI ROUTING: SMARTER CONNECTIONS DRIVE REAL-WORLD BUSINESS RESULTS
   
   Read
 * January 20, 2022
   
   
   ACCELERATE YOUR DIGITAL-FIRST STRATEGY WITH NEW AI FEATURES IN NICE RPA 7.6
   
   Read


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