Donor Management Coordinator at Legacy Donor Services Foundation
Real User
May 21, 2020
I work remotely from home at night and use this system every single day that I am on shift. My company uses inContact for every incoming and outgoing call that comes through our call center as well as incoming emails and updates from our partner agencies.
Service Level Supervisor at a comms service provider with 51-200 employees
Real User
Mar 19, 2020
I use this everyday for my job. I am a supervisor so i need to be able to keep my eye on things and make sure everything is going according to schedule. With NICE inContact, I am able to watch all of my coworkers and direct each one to what task they need to be doing. Giving the okay to break or lunch and seeing who is on the phone, this is all simpler and possible thanks to the "Agent List" that we have set up on our NICE inContact dashboard. You can have as many dashboards as you need. Each person can have their own or you can all use the same one, whatever works best for your company.
Our primary use case is for ACD/IVR - we have five brands that we manage customer support for and the ACD allows us to separate out contacts for all of the different brands to provide a better customer experience for that brand but also allows us to have all of the reporting and metrics in one place. QM - prior to implementing this system, we had no way of doing quality management since we had no call recordings and no good way to generate/track QM. WFM has also helped immensely. Previously, our team was taking scheduled breaks all at the same time with the rest of the organization, however, thanks to WFM, we have been able to change that and show the team the importance of staggering breaks and sticking to the schedule.
NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The...
We operate in a call center and take a high volume of calls.
Our use case is to: * receive and make calls * receive and send out emails * obtain phone recordings
I work remotely from home at night and use this system every single day that I am on shift. My company uses inContact for every incoming and outgoing call that comes through our call center as well as incoming emails and updates from our partner agencies.
Organ/Tissue/Eye donation call center.
I use this everyday for my job. I am a supervisor so i need to be able to keep my eye on things and make sure everything is going according to schedule. With NICE inContact, I am able to watch all of my coworkers and direct each one to what task they need to be doing. Giving the okay to break or lunch and seeing who is on the phone, this is all simpler and possible thanks to the "Agent List" that we have set up on our NICE inContact dashboard. You can have as many dashboards as you need. Each person can have their own or you can all use the same one, whatever works best for your company.
Our primary use case is for ACD/IVR - we have five brands that we manage customer support for and the ACD allows us to separate out contacts for all of the different brands to provide a better customer experience for that brand but also allows us to have all of the reporting and metrics in one place. QM - prior to implementing this system, we had no way of doing quality management since we had no call recordings and no good way to generate/track QM. WFM has also helped immensely. Previously, our team was taking scheduled breaks all at the same time with the rest of the organization, however, thanks to WFM, we have been able to change that and show the team the importance of staggering breaks and sticking to the schedule.