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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2018

Planning for 2018? These Blogs and Reports Should Help

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NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Happy […]

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techstyle

Tailor Customer Experience for a Better Fit – Learn from TechStyle and Forrester

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Recently TechStyle underwent a massive change in their approach to solving their contact center technology needs to address the customer experience journey. TechStyle is global retailer consisting of a collection of apparel brands with over 4.5 million VIP members selling throughout North America, Europe, and Australia. With five Contact Center locations in four different countries […]

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contact center attrition

5 Tips to Lower Contact Center Attrition

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Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent […]

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outbound calling

The Secret to Better Outbound Calling? Stop Playing Games!

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As children, my friends and I thought it was fun to ring our neighbor’s doorbell and then hide.  We would hide and wait for them come to the door expecting someone to be there. We would snicker from our hiding place watching how frustrated they would get when no one was there.  And — for […]

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