Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can […]
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Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth. Can your contact center keep up with changing consumer demands? With fierce competition […]
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With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. Since a dial-tone IVR is […]
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Are you a global, multi-center with different contact center platforms across centers? Have you felt the pain of not being able to route your customers across any global center? Are you stuck with multiple reports from various centers but none that gives you the 360-degree view across centers? Do your global customers get inconsistent experiences […]
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Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. As a follow up, Mr. Brown has provided input […]
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There is a bit of interesting lore surrounding the streets of Boston. If you’ve driven “Beantown” you know how crooked and confusing the streets can be. Legend has it that that Boston’s streets are just paved cow trails. This may not be true, but it serves to illustrate a point. When we become complacent with […]
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The results are in! NICE inContact CXone has been recognized as a leader by Forrester Research in The Forrester Wave™: Cloud Contact Centers, Q3 2018. CXone is top ranked in the current offering category and received the highest score possible in the market presence category. Organizations seeking to improve customer experience (CX) and reduce operating costs […]
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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.
