no jitter -  Much of the overall success of contact centers’ shift to work-at-home (WFH) agents has been attributed to improvements in contact center-as-a-service (CCaaS) features and better agent desktop software and CRM integrations. The biggest challenge, for many contact centers, has been in the physical relocation itself, and the impact this shift has had on agents and managers.

no jitter - From personal experience, we all understand how the COVID-19 pandemic has affected work life. In March, Global Workplace Analytics estimated that just five million employees (3.6% of the U.S. employee workforce) worked at home at least half of their time. By the beginning of April, 42 of the 50 states had instituted shelter-in-place orders.

Call Centre Helper - It’s well established that the agent experience (AX) is a key component of any successful contact centre. A positive agent experience leads to increased engagement, promotes agent loyalty and reduces attrition – all of which have a long-term impact on the customer experience.

TotalRetail - Customer experience without digital is pure window dressing. NICE inContact’s Chris Bauserman has data that demonstrates why retailers must start meeting customers across their favorite channels through omnichannel functionality. 

SALT LAKE CITY, June 2, 2020 – NICE inContact (Nasdaq: NICE) today announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact center agents who are a vital link to improving customer satisfaction and loyalty. The State of Experience and Engagement in Today’s Contact Centers study, commissioned by NICE inContact and ICMI, polled over 150 agents across 20 different industries to better understand where they view their greatest impact on customer experience, serving as effective brand ambassadors, and inspiring brand loyalty and lifetime value.

callcentre helper - NICE inContact has released the results of a survey conducted in April 2020, showing the impact the COVID-19 pandemic had on contact centres over the last weeks.

Moreover, the expert for CCaaS asked contact centre decision-makers which trends they recognize will shape the future work in the contact centre.

Inc. - Good leaders have adjusted to the new normal during the Covid-19 pandemic by leaning on their human and emotional intelligence to tackle challenges -- it's in their DNA.

Inc. -  A global crisispresents unique opportunities for leaders to pivot and meet new demands. Luckily, the best leaders continue to rise up and model the behaviors we clearly need now, and will need in a post-pandemic era. 

I've featured scores of them in previous articles and podcasts: They model altruistic behaviors to inspire and motivate people, communicate with certainty and confidence, and act with care and compassion to bring people together to produce results.

SALT LAKE CITY, May 26, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), today announced that companies can now integrate  Microsoft Teams and Microsoft Dynamics 365 Customer Service with NICE inContact CXone. Together, CXone and Microsoft Teams allow contact center agents to smoothly collaborate with other experts for quicker case resolution. Our integration with Microsoft Dynamics 365 Customer Service provides voice connectivity and embedded agent controls, complementing the app’s consolidated agent desktop that boosts productivity and empowers personalized experiences. NICE inContact CXone delivers a comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market aimed at transforming experiences for customers and agents alike.

SALT LAKE CITY, May 21, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), and the leader in cloud contact center, today announced it is partnering with Zendesk, Inc. (NYSE: ZEN), a service-first customer relationship management (CRM) company, to support contact centers responding to changing customer demands. Companies can now use NICE inContact CXone@home with the Zendesk Support Suite and the complimentary Zendesk Remote Support Bundle to help remote contact center and help desk teams keep up with increased interactions due to COVID-19.