White Papers

The State of Agent Experience and Engagement in Today’s Contact Centers

Overview

Agents are the biggest assets in contact centers. Learn first hand from agents, supervisors and Senior management on what motivates and engages the agents the most. Learn more interesting data around agent training, onboarding, performance, tools and many more from this ICMI survey on agent experience and agent engagement.

White Papers

2019 NICE CXone Customer Experience (CX) Transformation Benchmark, Global Consumers

In this eBook, we detail our global findings on consumer attitudes toward, use of and preferences for an evolving lineup of contact center channels—and especially the growing and powerful influence the up-and-coming Millennials and Generation Z consumers on the path to digital-first CX.

Demo Videos

Salesforce enriches the contact center agent experience with NICE CXone

For contact center agents, more is better when it comes to customer information. With the CXone Agent for Salesforce®, your agents have access to rich customer history and details before they even begin a customer interaction. Watch and see how agents provide proactive customer service from within their familiar Salesforce Console, through chat, intelligent digital channel routing, voice, and a unified desktop, and how they can easily manage their schedule and performance through integrated WEM capabilities.

Customer Stories

City Furniture Uses CXone Metrics, Visibility to Boost Performance

Before City Furniture’s contact center moved to NICE’s CXone cloud CX platform, many of its processes were still manual, including scheduling in Excel. But since then, the company has enjoyed a whole new awareness in ways to improve—and how even small improvements can have a major impact on the business and the quality of customer care. City Furniture continues to discover the many advantages of the “awesome” CXone system.