Author: NICE

The Rewards of Treating Your Agents like Athletes

by Dana Averbouch, NICE Regardless of whether they returned home with a medal or not, every athlete that participated in the Olympic games demonstrated what is possible when people perform at the limit of their ability. Clearly, these athletes have talent...

Empower Contact Center Agents with Adaptive WFO

These days, people expect personalization and individualized focused service. Think Netflix or amazon. Your agents are no different. High agent turnover, increasing costs and customer dissatisfaction, is the reality of most contact centers. The cookie-cutter approach to managing, training and evaluating...