According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. Let that sink in for a moment. When it comes to growing their business, these organizations are betting that customer experience is […]
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Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier […]
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I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?” and at first glance, I can understand the sentiment. But then I think about the automatic power windows in my car. Before I had power windows, I could roll down my windows manually, but it took […]
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When it comes to customer satisfaction, one company stands out from the competition, according to research conducted by DMG Consulting LLC. In the report, NICE inContact CXone—the #1 cloud customer experience platform globally—received the highest product satisfaction rating from customers, as well as the highest rating for overall vendor satisfaction. This is especially important because […]
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The modern contact centre is evolving. Studies show that the “best-in-class” are optimizing their services and data flows to empower their contact centre agents with relevant information and proactively manage their customer journeys. How do they do it? Many companies are looking to the cloud to get them there. Today, almost one in two contact […]
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Staffing and empowering a top-notch customer service team is critical, especially when you’re in the business of putting roofs over people’s heads. With more than 52,000 houses in 22 states, American Homes 4 Rent is the leader in the single-family rental homes industry. Behind their success is an unwavering customer commitment to provide professionally managed […]
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With all the hype and promised potential of AI, how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, […]
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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.
