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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Customer Experience (CX) is the new battleground for companies to differentiate and win in the experience economy. Great experiences have a direct correlation to revenue. Satisfied customers buy more, are less likely to churn and bring in more referrals. Companies are starting to see tremendous value, investing in organization wide CX programs. While CX design, […]
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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.
