Transforming Customer Experiences
The NICE inContact Blog
A subsidiary of Systemax Inc., Global Industrial has spent over 60 years as the leading supplier of private label and brand name industrial equipment and supplies to businesses throughout North America. The company sells more than 1,000,000 industrial, material handling and business products through its website, corporate sales and catalogs. Obviously, customer support is an […]
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Employee motivation is one of the most intense challenges faced by contact centers today. With Millennials now the largest living population, they will represent 75% of the workforce by 2030. This up-and-coming generation is having a major impact on contact center growth and is driving an evolution in company culture, especially around the concept of employee motivation. Here are 10 ways contact […]
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Doug Klees, Head of Customer Care for Moneygram, recently discussed his team’s journey to transform and modernize their customer service operations at the ICMI Contact Center Demo event at the Red Rocks Resort and Casino in Las Vegas. In case you missed it, here are some highlights from Doug’s talk, describing how Moneygram successfully consolidated […]
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When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering. This happens on […]
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For the fourth straight year NICE inContact has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS)[i]! We’re proud to be recognized with the highest overall position in Ability to Execute (weighted toward current product, customer experience, and sales execution) and by our strong placement in Completeness of […]
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In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. A CCaaS offers greater financial flexibility and eliminates costs associated with ownership and obsolescence. The final question in […]
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As we continue to see, customer experience (CX) has moved ahead of product and price as the #1 brand differentiator. True customer delight is shown to not just improve brand loyalty, but also increase customer lifetime value. A research from Forrester measures the CX Index scores and its impact on revenue. And when it comes […]
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