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2020 has transformed the way life looks both inside and outside the workplace, with a lasting impact that’s still affecting contact centers around the world. What does the global COVID-19 pandemic mean for contact centers? How are customers and agents evolving?

Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles. Not only will this align better to customer behavior, but it's also a lower cost alternative to phone support, an important consideration in these days of shrinking revenue.

NICE has been recognized as a leader in a new report from Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment. NICE ranks top in both the current offering and strategy categories and earned the highest possible scores in 29 of the 33 criteria.

With consumers expecting to engage on their terms, in a way that’s easy and efficient, the flexibility and convenience of digital channels are an essential offering. For many organisations, this means making the business case for going digital to organisational leadership.

Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help. The recent Decision Matrix – reviewing prominent cloud contact center providers - can help build a business case for moving to the cloud. Omdia’s analysis can guide your evaluation and decision-making process to select the best cloud contact center provider for your business needs.

What's a good way to improve customer experience (CX), satisfaction, and loyalty? Start by increasing employee engagement. Organizations with highly engaged employees can typically expect higher productivity, quality, and employee retention. And when those employees are customer service agents, it can positively impact a business's relationship with their customers.

Disaster planning and recovery, business continuity, working remotely and now, working from home. As these terms increasingly dominate the vernacular around business operations and preparedness, a diverse community of companies and organizations are finding that NICE's CXone cloud contact center platform enables them to meet disaster-related challenges in ways they never thought possible.