If you are an operations leader for a medium sized organization, modernizing your contact center should be top of mind. As technology used in contact centers has become more specialized and capable over the past few years, your contact center may be approaching functional obsolescence. However, modernizing the contact center cannot, and should not, be […]
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I hear a lot of discussion about whether companies should use their CRM or contact center solution for agents. The right answer, I believe, is both. Let me explain. Customer Relationship Management (CRM) applications, such as Salesforce, are critical applications within a contact center and excel at: Retaining transaction history—critical context necessary to help a […]
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We are halfway through summer and I have one of the great summer traditions on my mind – the road trip. While most of us spend a fair amount of time our cars, often stuck in traffic during our commutes, the road trip is special. A big part of what makes road trips such a […]
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Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon […]
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If you weren’t able to get to Interactions 2018 in Orlando in May, OK, we admit it—you missed a pretty great conference. The customer experience revolution, folks, is on! Conference participants enjoyed terrific keynote speakers and learned from thoughtful and insightful presentations and workshops. Not to mention the in-depth, interactive sessions that were part of […]
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It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. As the digital landscape continues to evolve, businesses in all sectors face the challenge of adapting their strategy to stay competitive, and adjusting their infrastructures […]
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Summer brings longer and hotter days, and for me it’s usually a time I like to catch up on my reading. I’ve compiled a few articles below that could help you stay on top of the hot contact center trends, but from the comfort of your air conditioning. Cloudy to Clear – Are you getting […]
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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.
