CX

Happy agents lead to happy customers. Frustrated agents lead to frustrated customers. This is common-sense - but the striking reality is that most contact center agents are not happy. They are too busy navigating and switching from one app to another, getting distracted, ignoring key information, and missing key performance metrics. They don’t have the time or the tools to be happy.

Meanwhile, customers are forced to deal with longer handle times, longer queues, and inconsistent responses and results.

Peru’s Sacred Valley and Machu Picchu may not be your typical locale for an industry analyst summit, but NICE’s recent analyst conference proved that combining the old and the new can bring about amazing results.