By now, most contact center employees have settled into a new at-home routine. Each employee’s situation is unique, with needs that include managing childcare and handling workday distractions from a spouse, roommate or pet. For many contact centers, the impact of this new landscape on customer interactions haven’t been 100% clear.

Now more than ever, contact centers need insight into customer interactions to identify where agent assistance, coaching and improvements are needed. We have surveyed quality leaders from the NICE User Group (NUG) to identify the key trends impacting quality in this new at-home working environment. (Read more…)