Latest resources from NICE

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...

The Inner Circle Guide to Omnichannel
ContactBabel's Inner Circle Guide to Omnichannel explores the challenges and opportunities of offering more contact channels while maintaining the ...