Blog

The need for flexibility has never been more acute in the contact center and customer service environment than today. This is especially true with the transition to mass remote working due to COVID-19, which is forcing businesses and employees alike to quickly adapt to the upsurge in demand for customer service.

Clearly the last few months contact centers were focused on ensuring the safety of their employees by moving everyone to work from home very quickly, while trying to keep operations going seamlessly.

During a recent business trip I took, I had the chance to learn all about Robotic Process Automation (RPA). What I didn’t expect was the course would be held in a Car Rental Parking lot at a major international airport! Omer Fuchs, a well known expert in the Robotic Process Automation area, decided that there was “no time like the present” to explain to me and thousands of LinkedIn followers how RPA is about providing an Experience Transformation for Contact Center employees, resulting in more satisfied customers.

The setting of a recent LinkedIn Live from NICE segment was overlooking the skyline of the great city of New York. A place that 8M people call home and over 800 different languages are spoken! Uncovering this huge diversity in languages was a great parallel for our own Michele Carlson and Andy Traba to talk about the 3 Best Practices to Deliver Personal Experiences for your customers and employees.

What do a puzzle, a flashlight and a trophy have to do with Performance Management in a Contact Center?