All Research Sponsored By:NICE inContact
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CXone for Hurricane Harvey Relief Efforts
In October 2017, Hurricane Harvey left a path of flooding and destruction in Texas. To help people get back on their feet, NICE inContact set up a large contact center in 72 hours for 2500 agents. Watch this brief video to learn how their solution, CXone, enabled quick and successful setup amid an emergency.
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The Work-at-home Contact Center Agent
For contact centers, the home-based model has continued to develop as an established trend. Download this white paper to explore benefits and options for adopting a home-based agent model, as well as the factors that lead businesses investing in a work-at-home program.
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Checklist: Managing Work-from Home Contact Center Agents
Download NICE inContact’s Remote Agent Checklist to help you prepare in the event your organization is forced to work from home.
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Business Continuity & Disaster Recovery in the Contact Center
When it comes to disaster planning in contact centers, the focus is often placed on recovery instead of business continuity—but both are equally important. Download this white paper to learn how you can minimize impact from disasters and emergencies through a proactive strategy.
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3 Ways Agent Experience is Boosting Customer Experience
Anyone can deliver a good customer experience. But to deliver an experience that exceeds expectations and leads to lasting customer loyalty? That requires more. Discover how you can empower your agents to provide a 5-star experience to every customer with agent experience expert Lori Bocklund of Strategic Contact.
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The State of Agent Experience and Engagement in Today’s Contact Centers
Improving employee engagement can have multiple ripple effects across an organization— especially in the contact center, where agent experience directly correlates to customer satisfaction. Download this research report to explore key findings on how contact centers can drive satisfaction, engagement, and motivation.
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Building a Business Case for Cloud-Based Contact Center Solutions
While it is possible to deliver a great personalized experience to customers without technology when a company is small, it is not as easy once the business gains scale.When this occurs, experts recommend adopting a cloud contact center. Download this white paper to learn how to build a compelling business case when considering a move to the cloud.
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The AI-Infused Contact Center: First Steps, The Big Picture & What’s to Come
How can AI make your contact center more productive? Find out in this webinar which features Forrester's Art Schoeller discussing what’s on the horizon for AI and how contact centers can benefit from AI integration.
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Improving Your Agent Experience, 1 Step at a Time
The more a contact center can engage and motivate agents – the less attrition it will experience, which positively affects customers and the organization. Download this webinar to find out how to boost agent experience maturity and create a better overall CX.
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The Road to Agent Experience Maturity: A Self-Assessment
In recent years, the focus in the contact center industry has primarily been on improving CX, but what’s often not adequately addressed is the agent experience (AX). Download this white paper to review a framework that you can use to enhance your agent experience while improving the overall effectiveness, and impact of your contact center.
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Magic Quadrant for Contact Center as a Service, North America
Contact center as a service (CCaaS) solutions are becoming the preferred deployment model for many contact centers in North America. In Gartner report, discover 9 vendors and their features designed to help application leaders responsible for customer service and support technology.
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What's the Difference between a Cloud Native and a Hosted Contact Center Solution?
View this webinar to discover key differences between a cloud native and hosted contact center, and explore why more and more companies are switching to a cloud-based contact center software.
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Understanding the Difference between a Cloud-native and a Hosted Solution
When it comes to contact center solution, it's very important to understand the difference between a hosted solution and a cloud-native solution. Download this brief one-page Frost & Sullivan report to better understand the differences between hosted and cloud-native capabilities.