NICE CXone blog

The rapid shift to remote working due to COVID-19 meant contact center operations needed to deploy solutions to let them seamlessly manage a remote workforce without losing efficiencies or negatively impacting customer experience (CX).

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves?

I recently placed an online order for a new fishing line from a sporting goods store, whose previous point of contact consisted of just a voice line (and an online presence of a Facebook page with the occasional picture of the trophy bass).

Artificial Intelligence (AI) is the veritable reigning champion and current all-star industry buzzword. Most people interact with AI daily in some form or another.

A couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters.

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience.

The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change.