teleflora

Teleflora Business Blossoms with Consistent Customer Experiences

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Who hasn’t been thrilled to receive a beautiful bouquet of fresh flowers on a special occasion? A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of that process, connecting customers to more than 33,000 member and affiliated florists all over the world. In short, florists depend on Teleflora […]

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contact center

Turning up a Contact Center in 72 Hours for Crisis Response [Video]

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Last August, Hurricane Harvey busted the US record for rainfall from a single storm, dumping 27 trillion gallons of rain over Texas. With 33 counties declared a federal disaster, millions of people were affected by the flooding. A large contact center was needed to handle critical incoming phone and email inquiries from so many people, […]

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omnichannel

Omnichannel Customer Experiences: Do Consumers and Businesses See Eye-to-Eye?

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In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Modern customer expectations have never been higher, and businesses understand that customer experience is a leading brand differentiator. […]

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cx

Win the Customer Experience (CX) Game in Your Contact Center

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We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive. We are already seeing companies leverage customer experience (CX) as the key tool […]

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gdpr

Final Countdown to GDPR Compliance – Is Your Contact Center Ready?

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The General Data Protection Regulation (GDPR) becomes effective on May 25, 2018. For many companies, this means procedural changes as well as changes to contracts and new product features to comply with various requirements of the GDPR. NICE inContact is no different and over the past year we have been reviewing our internal processes and […]

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b2b

3 Winning Factors for B2B Customer Experiences

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When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to function as advertised, […]

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