White Papers

ContactBabel's "US Contact Center Decision-Makers’ Guide"

Overview

“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.

Demo Videos

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.

White Papers

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.

Customer Stories

NICE inContact Helps Superior Contact Satisfies SLA Needs for Multiple Clients (PDF)

Because client organizations around the world depend on Superior Contact, a TelNet Worldwide company, for a variety of contact center services, having the right technology—and the right partner—is a key driver of the company’s success. With NICE inContact, Superior enjoys the stability, reliability and flexibility of the CXone cloud platform—critical capabilities for serving its global client base and big selling points in bringing on new clients.