Transforming customer experiences

The NICE inContact Blog

Read more blogs by Bill Pieper

3 blogs

Realize Real ROI - Part 3

In part 2 of this series, we examined some of the key processes where we often begin an optimization initiative. In this third and final installment, we will look at how a major retail client of EPIC Connections realized a staggering ROI after undertaking a strategic technology optimization project. Like many retailers, our customer was looking to balance...

Realize Real ROI - Part 2

In part 1 of this series, we began to explore how optimizing process before a significant technology rollout can yield strong success and even stronger ROI. Clients often ask me, "What are the most important processes to examine first?" That’s a great question and the answer depends on a number of factors: Your industry:...

Realize Real ROI - Part 1

A client recently asked us, "Why is it that every time I purchase a piece of software, I never come close to realizing the ROI was promised?" Your company may too be making significant investments in new contact center infrastructure: CRM systems, workforce optimization or other solutions designed to help you deliver a great customer experience. You’ve talked...