Have you ever visited one of those palatial buffet restaurants with dozens of assorted fresh dishes in self-serve stations, with the crowds and people walking (seemingly) aimlessly with their plates in search of the pasta or the dessert cart? Raise your hand if you appreciate a good buffet — I certainly do! Classic Trap Like […]
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Customer Experience (CX) is the new mantra for growing topline. Every company wants to build personalized and differentiated experiences that win new customers and build a loyal customer base. While there is a compelling business case to invest in CX, companies still struggle to start and succeed. A lot of it is because CX is […]
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When your customers are willing to recommend your company to friends and family members, you definitely are doing something right. And when the percentage of customer “recommenders” (aka promoters) greatly outweighs the percentage of detractors, that’s a big win. This is the basic concept behind Net Promoter Score®, which has been adopted widely as an […]
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Consumers today expect to interact with companies via a variety of digital channels. In fact, 91% of consumers want seamless omnichannel across messaging and real-time voice and chat. Unfortunately, a digital divide exists today. While consumers have embraced messaging and a digital first world, companies have failed to deliver. As consumers, we’re very comfortable messaging […]
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If you’re part of a team responsible for driving growth, you know how difficult it is to achieve a very challenging revenue goal only to start over the next quarter or year. But simply starting over would be easier if you also didn’t have to exceed the target you just bloodied yourself to achieve! That’s […]
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When it comes to sense of direction, I’ll admit I’m closer to “can’t find her way out of a paper bag” than “has a strong internal compass.” So you can understand that GPS navigation is riding shotgun when I’m on the road and is in my top-five most frequently used apps. As I slogged along […]
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NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here). Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital […]
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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.
