With the shift to a remote workforce, contact centers face a new normal—and all the challenges that come with it. Our webinar, How to Deliver Exceptional CX in Challenging Times, explores a new remote model for building service continuity and excellence. You’ll take away key insights, best practices and approaches for keeping your agents safe and engaged—and your customers satisfied.
The Work-at-home agent
This paper discusses benefits and options for adopting a home-based agent model. Many factors contribute to the desire for businesses to invest in a work-at-home program including higher agent productivity, reduced attrition, broader talent pool, lower operational costs and response preparedness.
CXone for Hurricane Harvey Relief Efforts
In October 2017, Hurricane Harvey left a path of flooding and destruction in Texas. NICE CXone was the solution for a large contact center set up in 72 hours for 2500 agents.
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.