Agent training tips for Productive-From-Anywhere contact centers
Agents are your contact center’s biggest assets, but how you train them can either make or break their performance. After all, a contact center is only as strong as its agents, and agents are only as strong as their onboarding and training enables.
NICE Real-Time Interaction Guidance
Most contact center agents receive feedback on their performance after an interaction has already happened – when it’s too late to impact the customer experience. And over-the-shoulder coaching of individual agents does little to move the needle on overall customer experience measures, like CSAT or NPS. What agents need is guidance in the moment that empowers them to make every customer experience the best customer experience possible. That’s what CXone Real-Time Interaction Guidance does, using NICE Enlighten AI—the industry’s first-and-only purpose-built AI that’s pre-trained to understand the intricacies of customer engagement. Drive customer satisfaction with real-time AI on every call by advising agents at point-of-service on critical behaviors scientifically proven to boost customer satisfaction.
Knowledge Management for Smart Contact Center & CX
Highlights the benefits of AI-infused knowledge management on self-service, agent productivity, and CX results.