A lack of visibility and reporting had put the contact center for the Georgia Department of Revenue’s Motor Vehicle Division on the road to nowhere. But with ready access to critical data and call metrics through CXone, the division can make real-time business decisions, close performance gaps and provide timely coaching—all of which are driving a new level of CX quality.
Contact center feedback management
See how CXone customer Tybatel transformed their voice of the customer program with integrated post- call surveys.
CVent Builds Customer Satisfaction, Relationships with CXone
Keeping customer satisfaction high is central to Cvent’s strategy for building long-term relationships with organizations using its meeting and event planning software. But the company’s outdated proprietary contact center system was a hindrance. Now with the CXone unified cloud CX platform, however, uptime reliability, real-time reporting and seamless, user-friendly agent tools, Cvent is providing the kind of CX that keeps customers coming back for more.
Checklist: Managing Work-from-Home Agents
As your organisation navigates potential emergency situations that force agents to work remotely, NICE has your contact centre technology needs covered. But having the software capabilities to route customer interactions to agents at home is only half of the preparation equation. Your contact centre must also have a business continuity plan for other resources to make remote work a functional reality. NICE has prepared the following Remote Agent Checklist to help you prepare your agents for a productive work from home experience.