With consistently inaccurate information from its premised-based system, the company's contact center never really knew how it was doing. Quality management was an issue, too, and agents were often in the dark regarding their own performance. But with NICE inContact and its integrated CXone solutions and platform have come reliable data and deep visibility into performance. For City Furniture, that's meant significant improvement in productivity, efficiency and service quality!
NICE inContact Helps Appriss Deliver on its Mission (PDF)
The Appriss formula is a powerful one: Use technology to do good. The data analytics company provides data and platforms for solving tough issues plaguing business and society around the world. The company’s 55-agent contact center, which handles more than 30,000 calls monthly—24 hours a day, seven days a week, 365 days a year—needed technology that would raise visibility, service levels, productivity and efficiency. Moving to the CXone integrated cloud platform and solutions has achieved all that and more for Appriss.
7 Major Pain Points of the Contact Center Industry - Guide (PDF)
“The US Contact Center Decision-Makers' Guide” identifies seven of the major pain points and issues that affect the contact center industry: Improving Quality and Performance Maximizing Efficiency and Agent Optimization Digital, Cloud and the Customer of the Future Outbound and Proactivity The Customer Experience HR Management Strategic Directions Within each section, specific solutions are identified that can be used to solve these issues, along with the analysis of the primary research data that are relevant to this area, including a comprehensive statistical analysis in graphical and tabular form.
Improve omnichannel customer experience with NICE inContact CXone Quality Management Analytics
NICE inContact CXone Quality Management (QM) Analytics improves the omnichannel customer experience through targeted agent feedback. Organizations can utilize call recording capabilities and apply automatic, granular analysis and categorization to more effectively pinpoint interactions to evaluate for quality management purposes, keeping agents on message and out of trouble. QM Analytics simplifies quality management, analyzing each interaction based on category, sentiment, and user-defined keywords/phrases, and delivers sophisticated analytical capabilities without an army of experts. Watch this video and see how CXone QM Analytics can empower your organization to act faster and smarter about quality.