Transforming customer experiences

The NICE inContact Blog
delivering consistently exceptional customer experience CX can be a competitive advantage

Want to Maintain Your Competitive Advantage? Make Sure You’re Using the Best Contact Center Software

The Kansas City Chiefs, who won the Super Bowl in 2020, had to come back from double digit deficits in two other post-season games leading up to their Super Bowl victory. You might say coming from behind is a competitive advantage for them. In the business world, success often depends on having a competitive advantage over your rivals. Maybe your business is successful because you have the most innovative products and services, or perhaps your competitive advantage comes from low operational costs.
Digital Customer Service Is More Than Just A Channel

Digital Customer Service Is More Than Just A Channel

NICE inContact CXone has all your needs covered, from 30+ channels, to digital-ready workforce management and quality management, all under one hood with one seamless experience. That way you can spent less time worrying how to execute your digital transformation, and more time wowing your customers and engaging your agents.
Mapping your contact center strategy to changing customer behavior

Mapping Your Contact Center Strategy to Changing Customer Behavior

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility. Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise. Throughout this year, many of our routines have been disrupted and re-engineered as we adopt to a new normal, we are connecting with each other more often via digital channels.
ECSI and CXone

With CXone Technology, ECSI ‘Acts Like the Big Guys’

The story of student loan servicer ECSI is a story of partnership and the sense of a higher mission, one of providing support to colleges and universities and of helping young people and their families navigate financial issues they may be encountering for the first time. It’s a story of building relationships and providing services in meaningful ways to constituents who need them. Above all, ECSI’s story is one of a small business able to perform like a much larger one—all while continuing to grow and provide exceptional experiences with every interaction.
University of Florida 1990s Sorority Sisters

I’m Gen-X and I Don’t Want to Talk to You Either: Customer Service Secrets You Need to Know

Businesses are sitting on a gold mine of information, go talk to your Gen X-ers. Listen to what they have to say about the experience you should be delivering, and how you can deliver it. Then empower them to make it happen! Learn about all the considerations and how to keep not just your contact center, but your customer service experience, ahead of the game.