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Perhaps, it all started in 1822 in London with the first vending machine, a coin-operated dispenser of envelopes, postcards, and notepaper. Since then, vending machines have evolved—self-service gas pumps in the sixties, supermarket self-checkout in the nineties, and airport check-in kiosks in the aughts.

Despite the good and important purpose of compliance, one could expect that adjusting to its complexities and frequent changes would make for a bit of a battle in the contact center.

Your customers constantly drop breadcrumbs of data about who they are, what makes them special, and how they want you to recognize and care for them. Follow their trail and it won’t be long until you get ahead of them.

Ask Laura Bassett what a typical day is like – and NICE CXone’s Vice President of Product Marketing quickly draws from a metaphor to describe her role behind the scenes.

The benefits of agent engagement are obvious to any contact center manager or supervisor. Agents who are engaged align their own personal goals with those of the company they work for.

If there is one single perk that contact centers can offer to agents to recruit and retain staff, it’s flexible scheduling. With the ability to work from nearly anywhere, agents want to fit their work schedule to their lives, not the other way around.

Advances in artificial intelligence have businesses rethinking their approach to customer communication. Gone are the days of wishing for the best and responding when things go wrong.