Let’s Chat about Chat

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More businesses are offering chat to their customers as a support option. Here’s why that’s great news for both these businesses and their customers. Chat offers several benefits to customers. Typically, chat users find this method to be convenient — for example, they can get immediate help while making an online shopping decision. And 74% […]

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3 Industries That Can Benefit Immediately from Digital Customer Service

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Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more […]

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If You Want to Keep the Doors Open, WFM Should NOT Be an Afterthought

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Imagine you go to a restaurant. It has a Michelin star chef, so the food is superb. However, the restaurant only always has one server, named Pierre, and five constantly booked tables (you know, one of those fancy exclusive restaurants). Now, Pierre is an incredible server. His service delivery is great because the restaurant has […]

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Coaching — Medicine for the Contact Center

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“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!” What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are […]

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Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key

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The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology. Businesses are very confident […]

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