Delivering Excellent Customer Service and Managing Remote Teams: How to Balance Today’s Dilemmas?

The year 2020 brought an unexpected scenario of changes in the habits of the Brazilian consumer. Many of them have discovered the wonders of e-commerce when shopping online for the first time.

According to the MCC-ENET consumption index, from the Metrics Committee of the Brazilian Chamber of Electronic Commerce, the pandemic caused online sales to grow 100% in the country. The survey indicates that online consumption was close to doubling in June this year compared to the same period in 2019, achieving an increase of more than 110%.

The boom in online sales also brings the need to improve customer service for those who buy over the Internet. Most of the time, these consumers have no interest in solving problems over the phone. Likewise, the contact center sector, which saw nearly 400,000 agents assigned to home offices, according to the Brazilian Association of Teleservices, had to adapt to serve consumers and maintain team productivity.

For the success of this effort and others that will come with the acceleration of Digital Transformation, the use of technology is fundamental. Connection, data and security are the topics of the day and to assist with the migration of labor to remote work. Against this background, NICE offers Contact Center companies NICE CXone, the only complete cloud platform for customer experience for both small, medium and large companies. A fully integrated solution, providing more intelligence in interactions with consumers.

“One of the great differentiators of CXone is the ability to serve more than 30 different channels, including Whatsapp, Facebook Messenger, Twitter, email, chat, among others. This feature allows a unique omnichannel customer experience,” explains Thiago Siqueira, channel director for Latin America at NICE.

Another advantage is the possibility of incorporating analytics tools that allow to compare 100% of the contact center interactions automatically, accessing historical and real-time information in an intelligent way to identify opportunities for coaching agents and positive / negative experiences customer, reducing the risk of potential compliance issues before they occur.

Norma Pineda (above photo), Regional Director of NICE Mexico stated that “NICE is taking this important step by making CXone @ home available, removing barriers and providing organizations with the tools they need to respond quickly to a changing world.”

Cloud platforms provide Contact Center companies with all the tools they need to balance the challenges of the new world order.

There are already 500,000 agents connected around the world using the CXone platform in companies of all sizes. In addition to all the important applications for call center management, such as operational management reports, call recording, predictive dialer, satisfaction survey systems, the platform also has a suite of applications for Workforce Optimization (WFO) that offers speed , flexibility and simplicity to size the equipment. These applications allow the possibility of productivity-based management and identify performance gaps, providing targeted training to agents.

All this technology is available in the cloud. This means that companies pay only for what they use and can extend the service package when necessary. The offering is open and scalable and, therefore, it is a solution that democratizes the cloud for various sectors and brings the technology to companies of all sizes.

“Today’s world demands flexibility while adapting to new formats in the work environment, social life and consumer culture. Everything is constantly changing, but what all market experts know is that Digital Transformation has come a long way in recent months. That is why we believe that NICE CXone is the ideal solution to collaborate with this changing scenario that needs to adapt quickly,” explains Luiz Camargo, Senior Vice President for Latin America and the Caribbean at NICE.

For more information on NICE inContact CXone, visit: https://info.nice.com/CXone-or-CXnone_Brazil.html

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About the Author

Loren Moss is the founder and publisher of Finance Colombia. He has over 20 years of international business experience, including over a decade of experience in securities, insurance, and commercial real estate, at the institutional and international level.