Transforming customer experiences

The NICE inContact Blog

Read more blogs by Anne Webster

3 blogs
2020 the year that changed customer service and the customer experience forever

2020: The Year that Changed Customer Service and the Customer Experience, Forever

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents. As we reflect on the past year, we are proud of our efforts to assist customers new and old. Here’s a roundup of our top insights and recommendations as contact centers look to capture the lessons of 2020 to inform a more digitally agile foundation for years to come.
COVID-19’s Impact on Contact Centers has Leaders Rethinking Strategy, Technology and Business Continuity Plans

COVID-19’s Impact on Contact Centers has Leaders Rethinking Strategy, Technology and Business Continuity Plans

The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety. Indeed, the pandemic is, among many things, a massive experiment in telecommuting as the outbreak accelerates a trend towards a remote workforce, possibly for the long term. But that isn’t the only thing that’s on the mind of contact center leaders.