Transforming customer experiences

The NICE inContact Blog

Read more blogs by Alyse Chiariello

50 blogs
Patients as Consumers and Customers How Can Health Care Meet Their Growing CX Demands

Patients as ‘Consumers’ and ‘Customers’: How Can Health Care Meet Their Growing CX Demands

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers. In fact, the patient-consumer is already here. How will health care meet their changing needs?
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.
Veterinarians check out collie. Lassie had the first pet insurance policy in 1982 and today cloud contact center software helps.

Customer Experience a Key Differentiator in Competitive Pet Health Insurance Industry

Did you know that Lassie received the very first pet insurance policy in the US in 1982? No? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US. Similarly, customer experience has always existed, even though we weren’t yet aware of its importance to companies and the products they sell.
customer service

TruGreen and CXone: Service Satisfaction and Revenue

With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform—and it’s never looked...
call abandon rate

BAYADA Home Health Care Reduces Call Abandon Rate 87%

BAYADA Home Health Care provides clinical and personal care support services to patients at home, helping them stay independent and comfortable. With 360 offices in 23 states and five international offices, the company employs 28,000, mostly nurses and home health aides. While BAYADA has experienced robust growth in past years, its New Jersey contact center wasn’t so healthy. In fact, growth...