Transforming Customer Experiences

The NICE inContact Blog

Read more blogs by Brian Spraetz

14 blogs
government

Is Your Government Service Operation Keeping Pace with Increasing Citizen Expectations

Government agencies often struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. Aging call center software can become a major hurdle. Necessary upgrades to provide a modern omnichannel customer experience are often prohibitively expensive, or simply not possible. Citizens increasingly expect the same levels of service they...
customer service

Is Your Customer Service Hurting Your Sales Performance

If you had the choice of selling to a customer base that’s happy or for a company that has a stellar reputation for customer service, compared to the opposite that would be a no-brainer decision. The quality of service customers receive when contacting a business has a direct impact on sales success and company revenue. Here’s just...
hosted pbx

What Is a Hosted PBX (Private Branch Exchange)

PBX is an acronym for “private branch exchange”. It’s basically a way to connect phones in a business to the external public switched telephone network (PSTN) using plain old phone telephone service (POTS) lines. Originally, this was done using dedicated hardware installed within a business’ office, usually in something called the “phone closet”. Since it was located on the business’ site, this was...
inbound call center

What Is an Inbound Call Center

If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. The difference between inbound and outbound simply refers to who is placing the call. If a customer places a call that’s inbound, as the call is “coming into” the call center. If an agent places a call that’s outbound, as the...
internet phone service

What is an Internet Phone Service

We’ve come a long way since the days when phone service was delivered over a simple cable with four copper wires. This older technology is often referred to as POTS, which stands for “plain old telephone service”. Today, internet phone service is rapidly becoming the most common form of telephony. Internet phone service uses a technology called voice over IP, or...
small business call center

How to Improve Small Business Call Centers

Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service.  If you’re a small business without a call center today, why should you create one? Almost every business interacts with its customers in some way, usually by phone. You may have multiple people...
customer experience maturity

The Five-Stage Road to Customer Experience Maturity: Where is Your Organization

Most contact centers share a goal of delivering excellent customer service. But how many truly achieve that objective? Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your...

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