opportunity center

The shift from cost center to OPPORTUNITY center

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In the past, call centers and contact centers were seen as ‘a necessary evil’ to doing business – a cost that needed to be managed and minimized. By 2025, the contact center will have evolved into an experience center and it will be viewed within the context of overall business goals. Critically, this will mean […]

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speed

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

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When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Customers place resolving issues in the quickest way possible as their top driver […]

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Ovum decision matrix

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

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Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world. This marriage of strength in innovative technology sent a shock wave through the technology side of the contact center industry […]

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jay leno

Interactions 2018 Welcomes Jay Leno as Keynote Speaker

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We’ve managed to surpass ourselves again by bringing to Interactions 2018 one of the most iconic comedians in the industry, Jay Leno! You know him as the “hardest working man in show business” and now Jay Leno, the acclaimed TV late night show host, admired stand-up comedian, best-selling children’s book author, pioneering car builder and […]

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silo channels

Best Practice Number Three: Avoid Silo Channels

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The last entry detailed how designing your automation based on existing live agent behavior is essential to a consistent and efficient customer experience. We all know that in this age of digitization, however, your company’s self-service strategic plan has to consider more than just the voice channel. This post details the importance of omnichannel, and […]

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landauer

LANDAUER Customer Service Critical to Building Radiation Safety Culture Worldwide

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For more than 60 years, Illinois-based LANDAUER® has been a pioneer in radiation technology safety and compliance. Working with clients across the globe, from veterinarians and dentists to labs and universities, the company operates from eight markets worldwide, providing innovative solutions for improving public health and safety. Today, LANDAUER sets the global standards for radiation […]

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