Stories that mention Darren Rushworth

NICE, the customer experience software, has announced the winners of its International CX Excellence Awards for 2023.

NICE's complete, AI-powered cloud contact centre solutions portfolio shines in Frost & Sullivan's analysis of growth and innovation.

NICE has announced that Whakarongorau Aotearoa New Zealand Telehealth Services has implemented NICE's CXone cloud-native platform.

LanguageLoop has implemented the NICE CXone cloud native platform to futureproof its customer experience operations.

Frost & Sullivan has awarded NICE the 2022 Asia Pacific Cloud Contact Center Services Technology Innovation Leadership Award for its strong overall performance in the region.

The Council said it required a cloud-based, omnichannel solution that was customisable and could integrate with its existing systems and deliver better reporting capabilities.

One of Australia’s largest providers of disability support services, has chosen the NICE CXone platform to help streamline its contact centre operations.

NICE has announced the successful implementation of the NICE CXone platform with Regional Bank Australia.

NICE CXone has been selected by vocational education and training provider Wodonga TAFE, located in northeast Victoria, as the centrepiece of its contact centre.

There has been a significant shift in the way that contact centres are managed and how agents are responding to changing customer behaviours and needs, writes NICE Asia Pacific president Darren Rushworth.

When agents transitioned to work-from-anywhere, the traditional approaches to quality management were no longer viable, writes NICE president for APAC Darren Rushworth.

According to a survey of 797 contact centre decision-makers conducted in April 2020, 70% are planning to keep more agents working from home after the outbreak, and 66% are planning to accelerate their move to the cloud.

Using a cloud-based infrastructure makes systems and processes available to all staff members as they work from anywhere, but it can also create a security risk if not properly protected, writes NICE president of Asia Pacific Darren Rushworth.

People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience. 

Any comprehensive transition plan must consider the human factors that play a key role in supporting a successful contact centre of remote agents and supervisors.