Phone-based support was already struggling to meet the demands of an increasingly digital world. Facing the strain of the COVID-19 crisis, it’s simply no longer viable.

Mobile WFM communications help keep home agents engaged in the scheduling process and part of the team.

When a caller is greeted with a synthetic voice, there is often a visceral reaction that subtly cues a negative reaction.

Cloud-based systems open a whole new world of features. Make sure you know what to ask for when you are evaluating a new dialing system.

How you respond to your customers in the coming weeks will likely have a tremendous impact on the future of your brand.

Drive Employee Satisfaction with Internal SLAs and Better Communication

NICE inContact has prepared the following Remote Agent Checklist to help you prepare in the event your workforce is forced to work from home.

Minimizing impact from disasters and emergencies through proactive strategy

An AI-infused KM system delivers “knowledge at your fingertips,” making it easy for customers to access the right information 24/7.

Do you have the appropriate technology for your staff to work from home during a disease outbreak?

If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.

There are so many opportunities in these little moments that customers have when they’re calling into a contact center or engaging with a frontline employee to make things better—and...

Speed to market is very important to our clients. That is why we have set up CallShaper to be so easy to use. You can get a new campaign started in hours instead of days or weeks.

Coaching—on top of training—is that essential element needed for agents to want to go the extra mile and provide great service.

Audio technology purchases for confidential environments are not a simple decision and can’t be treated as a mere add-on to a network.