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A commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting on behalf of NICE in December 2020 found that an organization that deploys the NICE Enlighten, Nexidia Analytics and Quality Central solutions can benefit from a 268% ROI and a Net Present Value of $18.58 million.

Globally, organisations experienced major business disruption over the course of 2020, and for contact centres, it was no different. Across the industry, we’ve seen a significant shift in the way that contact centres are managed, and how leaders and agents are responding to changing customer behaviours and needs. This shift will likely continue as we settle into the new normal and will impact two of the key factors in how we Work from Anywhere: people and technology. Discover the seven emerging and developing trends that will continue to change the way contact centres work in 2021 and beyond.

“I have terrible news,” your boss wrote in an email late last night. “The project has officially been delayed.”

The disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world. The impact varies across all businesses depending on their unique dynamics; however, many contact centers were caught unprepared by the pandemic’s economic fallout and continuously struggled to adapt—with many still struggling to do so. The reality is, COVID-19 is hardly the only disruption firms have faced (or will face) during their existence.

The holidays are upon us, and you can make this holiday season merry and bright not only for your customers but for your agents too. Here are easy tips and ideas for low-cost ways to diffuse tension and bring more fun to December, no matter what industry you’re in.

Contact centers are a critical touchpoint that can make or break a customer journey. Having the best cloud call center software can ensure this particular part of the journey is smooth sailing rather than rough seas. We explore the critical role contact centers play in customer journeys and how the best cloud call center software can ensure this particular touchpoint offers frictionless service.

To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.