data collection

Virtual Agents in the Contact Center: Data Gathering Made Easy

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When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering. This happens on […]

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Gartner CCaaS MQ

Looking to Replace your On-premises Call Center Software? Take a Look at this New Gartner Report

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For the fourth straight year NICE inContact has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS)[i]!  We’re proud to be recognized with the highest overall position in Ability to Execute (weighted toward current product, customer experience, and sales execution) and by our strong placement in Completeness of […]

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CCaaS

Quantify your Contact Center Success with CCaaS and KPIs

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In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. A CCaaS offers greater financial flexibility and eliminates costs associated with ownership and obsolescence. The final question in […]

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Contact Center Customer Experience

7 Tips to Improve Contact Center Customer Experience

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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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