Best Practices Nice inContact

Improving the Agent Experience

As with the customer experience, EX isn’t something that just happens; it must be intentionally designed.

Strategy Culture


Contact Center Challenges & Priorities for 2020: The Year of the Agent

As centers tackle their challenges and pursue their priorities, I believe we will see a strong focus on the agent experience, and the result should be better customer experience, as well.

Strategy Industry Research Research


Operation Social Media… 2020

Social media critics are not going away… ever! Organizations must determine the best way to operationalize and integrate this reality into day-to-day activity.

Strategy Visibility


Contact Center 2020: Yesterday and Today

There are some interesting parallels in the contact center in terms of how technologies can transition while still relying on the tenets that made them important in the first place.

Technology


Inside View: Annette Franz, CCXP

Service is what happens when the experience breaks down.

Strategy Customer Experience