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Latest resources from NICE
7 trainable soft skills for outstanding agents
The average contact centre manager spends 35% of their time looking for coaching opportunities, but only around 7% of their time...
The Ultimate CX Agent Guide: How to be the ‘employer of choice’ and not an internet meme
Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment?
We asked CX coaching...
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 Inner Circle Guide to Agent Engagement & Empowerment
Your agents aren’t going to ask you for more automated tools, empowered and personalized coaching, and a sense of purpose—because...
"Knowledge Rocks!" An introduction to knowledge management in the contact centre
NICE CXone’s latest eBook, "Knowledge Rocks!" is a comprehensive guide to providing clear, accessible, and helpful content to...
Intelligent Authentication and Fraud Prevention Intelliview
In this third annual Intelliview, Opus Research and SymNex Consulting provide enterprise decision-makers with competitive context for evaluating...
