Customer expectations still require excellent service. Even more so now with the current disruption caused by the coronavirus outbreak. Contact centre agents on the front lines need to feel supported and engaged, while customers need to feel that they are still receiving an excellent level of care.

The use of smart AI-based analytics in contact centres is making it possible to effectively monitor employee performance and customer satisfaction, while making intelligent business decisions, even in a work at home business landscape.

NICE ENLIGHTEN behavioral models for customer satisfaction provide that focus, even as organisation’s are moving to remote work –– this work style very likely being an entirely new proposition for some businesses. Now more than ever, contact centre agents are key to ensuring that customers feel comforted and safe in a shifting business landscape.

Download this e-book to find out how organisations and their contact centres can embrace this technology and embark on a necessary and likely permanent transformational journey.

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