All contact centers are on a continuous journey towards performance excellence. However, like all journeys, roadblocks invariably pop up that make achieving the goal more challenging. In this paper, we will explore 5 common roadblocks that many contact centers face in this quest for success. Those roadblocks include disparate data, real-time access to results, limited visibility, reactive management, and detached employees. We will also explore how CXone Performance Management can help you navigate this journey and breakdown those roadblocks!
Live Demonstrations of Breakthrough Innovations
Contact centers everywhere face a central question: Why digital, why now? Customers expect a variety of digital channels. The latest in CXone technology solutions are transforming the customer and agent experience to power true digital-first omnichannel. With this approach, contact centers can remove traditional barriers, gain real advantages and start having smart digital conversations with customers and empowered agents!
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.
Enhancing the citizen experience through Workforce Engagement
Government agency contact centers have made great strides in providing outstanding experiences to citizens. But now it’s important to track that progress with tools that go beyond surveys. NICE’s FedRAMP-authorized, fully integrated CXone cloud solutions boost and measure citizen engagement, gain deeper insights and help meet today’s government CX mandates.