There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it? Time. Customers value their time, and if you can find a way to respect that – in effect, using less of […]
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We are entering an experience economy where customers are not just looking for the right service at the right time but looking for one that is engaging and immersive. Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy. Contact Center Customer Experience […]
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Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Here are some of the things we […]
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Wow! The U.S. Job market is on fire! Recently released data shows the unemployment rate is 3.7%, the lowest it’s been since 1969 when a good chunk of our population was removed from the work force in order to fight the war in Vietnam. There are currently more job openings than there are people looking […]
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“How efficient are we? And where can we more be more efficient?” If you are a call center manager, you likely ask these questions on a regular basis. But where do you find the answers? Below is a list of call center metrics you should look at to improve not only your efficiency, but also […]
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Contact center management is hard. Very hard, actually. You need to keep up with constantly growing and shifting customer expectations. You manage employees in an industry that has one of the highest turnover rates out there. You need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will […]
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Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker! Ashton’s career has spanned over many years with well-known projects on screen and film, but his passion in technology, entrepreneurship and investing that has brought him notable recognition. He’s been named of TIME magazine’s “100 Most Influential People in the World,” as […]
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NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
