Latest resources from NICE

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 ...

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....

Change management blueprint for contact centr...
The COVID-19 pandemic put organisational change into hyperdrive. Businesses were compelled to move to work from home or hybrid working models, whic...