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The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world


Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment? Your customers using digital technology in daily life expect call centre agents to be as digitally fluent as they are—and they want fast resolution through any channel. Agent roles expanded after digital transformation. They don’t just handle break-fix support calls anymore.

If you’re looking for creative ways to train call centre employees, hire agents with high value interpersonal skills, onboard new in-office or remote agents faster, or what metrics you should use for performance measuring, then this is the guide to read: “The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world.”

We asked CX coaching experts about building user-friendly call centre onboarding and training programs to prepare new and existing agents to handle sales, support, customer service, and more no matter what channel customers use. Do your agents need de-escalation training? Real-time coaching? Remote learning? This call centre training guide covers that and more.

Get your copy to learn how to:

  • Use call centre training techniques and coaching methods to drive first call resolution
  • Increase agent engagement through gamification of training topics
  • Support agents from onboarding through everboarding to drive great CX

Get the guide and start empowering your agents today.

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The contact center leader's guide to gamification

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WFM that works from home

Get tips and best practices for workforce management in a remote contact center.


Unlock your team’s potential

NICE CXone Workforce Engagement (WEM) unlocks your team’s potential by providing tools to inspire employee self-improvement, amplify quality to enhance customer experience, reduce labour waste, and ensure regulatory compliance. Patented technology powers the industry’s most intelligent forecasting, fosters employee ownership and accountability, and gives agents one experience across a cloud platform. As a natively developed suite, CXone WEM unifies workforce management, quality management, performance management and recording to deliver a better experience for agents, supervisors, and customers. With reduced effort and increased flexibility, you can achieve an optimal balance between operational efficiency and a superior customer service.