Transforming customer experiences

The NICE inContact Blog

Category: Contact Center Management

3 blogs
contact center agent remains productive while working from home

By the Numbers, Keys to Restoring Team Productivity

Last week, I noticed headlines announcing yet another business that’s decided it “won’t reopen half its offices after pandemic, amid restructuring and work-from-home success”. Maybe that’s not so shocking, though, considering that work-from-home contact center agents have an 80% better retention rate than those working out of a physical call center (according to a recent ICMI benchmark study on agent experience).
Calling on Coronavirus Preparing the contact center for a pandemic

Uncertainty or crisis? Preparing the contact center for the unknown

Most of the world has its eyes on the news about coronavirus and its potential business and human impact, and there is uncertainty and potential for disruption in the coming weeks. In order to maintain business operations, organizations are looking to rapidly prepare for the challenges today and will want to prepare ahead for the possibility of these events as part of their disaster recovery, just as they would for natural disasters.
Elderly woman gets fitted for hearing aids through Amplifon, who uses CXone.

An Incredible Journey: Amplifon’s Move to NICE inContact and the Cloud

Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today. Because its customers are largely older and less inclined to be digital, the 9,000 owner and temporary shops—and its contact centers—are its primary retail channels and sources of revenue.
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