PARTS iD enhanced its remote workforce capabilities by implementing NICE’s CXone Supervisor, which provided real-time insights, automated coaching, and a unified view of agent performance. This helped agents, experts in automotive products, maintain high customer experience standards despite working from home during the pandemic. NICE’s solution enabled PARTS iD to optimize agent productivity, improve coaching effectiveness, and ensure seamless service delivery across its vast digital commerce platform, supporting professional mechanics and DIY customers alike.

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