Honeywell Transforms Its Business with the CXone Solution

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As a multi-industry manufacturing company, Honeywell develops solutions around energy and efficiency. The company determined that customer experience excellence could be the catalyst for many of the business transformations it wanted to achieve. Honeywell not only established customer experience as a top priority but made it a corporate initiative. And the business focuses on making […]

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Digital Omnichannel: Most Businesses Aren’t Where They Need to Be

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The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service, no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel […]

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5 Ways That Digital Customer Service Is Influencing Customer Expectations

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It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. That’s a good thing. Social media is a relatively new medium of communication, and brands certainly must tailor their tone of […]

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CXone Is Right on the Money for Check Into Cash Collections Team

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Check Into Cash had both good news and bad news. The good news: The company’s main contact center had been successfully using CXone for five years. The bad news: The Check Into Cash retail collections team — 50 agents who collect past-due payments — were still using a legacy Genesys PBX dialer that had serious […]

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5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

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Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact […]

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With CXone, Fossil Group Unifies Contact Centers, Raises Performance

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Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business, including 250 call center agents who support over 10 languages. Three third-party call centers […]

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Is Your Business Overestimating Your CX Success? If So, You’re Not Alone

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In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. But are all channels equally effective at delivering a high-quality experience? And do companies understand consumer perceptions about their actual […]

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