Latest resources from NICE

Cultivating a future-proof customer journey s...
When the pandemic forced a seemingly overnight exodus from in-person to online, consumers and businesses were thrust five years forward in digital ...

7 trainable soft skills for outstanding agent...
The average contact centre manager spends 35% of their time looking for coaching opportunities, but only around 7% of their time actually coaching....

The Inner Circle Guide to Agent Engagement an...
Your agents aren't going to ask you for more automated tools, empowered and personalized coaching, and a sense of purpose—because they already ex...