Transforming customer experiences

The NICE inContact Blog

Read more blogs by Dale Thompson

7 blogs

Success with inContact: ECSI Sees Measurable Results

In 2011, Heartland Payment Systems - ECSI Campus Solutions (ECSI) was searching for a solution for the company’s 75-seat contact center. As a leader in the student loan management industry since 1972, ECSI needed a tool that could offer visibility into agent performance, efficiency through the right tolls and agility in the marketplace, all with the ability...
Teamwork to success

Tips and Tricks: Invest in Your Support Team

Silverpop has more than 400 employees globally, and they maintain a 95% client retention rate. What’s one of their secrets for success? Investing in their support team – contact center employees. Gregory Harmon, Manager of Client Support Tier I, explains that Silverpop has a number of strategies to maintain a high level of customer support, and the inContact...

Fixing the Fractured Customer Journey

Customers have a fractured journey through contact centers – but it needs to be seamless. This means implementing the right tools for multi-channel. That was the overarching message from guest speaker Kate Leggett, Principal Analyst at Forrester Research during the inContact-sponsored 1to1 Media webinar “Reimagining the Contact Center: A New Vision for Customer Experience Excellence.” A growing number...

Tips and Tricks: Measuring Customer Satisfaction

Are your customers satisfied with their contact center service experience? Alan Clayton, Director, SBO Customer Service and Collection at Wellstar can answer that question with a resounding “yes.” Wellstar, a not-for-profit health system, is recognized as a national leader in comprehensive care and serves more than one million residents of northwest Atlanta. Their 53-seat call center handles hospital...

Get Started with Multichannel

Making the move to become a multichannel contact center might seem overwhelming at first, but it doesn’t have to be a swift plunge into the deep end. First, dip in your toes and test the temperature of the water. Identify One Channel & Involve Agents Take a look at the different channels out there, and see which one your...

inContact's Biggest Event of the Year Draws Industry Thought Leaders #ICUC13

Several industry thought leaders are confirmed for its upcoming users’ conference (ICUC 2013), which will be held October 8-10, 2013 at Westin Lake Las Vegas Resort. inContact's biggest event of the year is less than 30 days away. Get the latest updates by following @inContact on Twitter or #ICUC13. The latest confirmed speakers include the following people: Sheila McGee-Smith, President & Principal...

Know where You Stand and Take Steps to Improve

How does your contact stack up next to industry peers and what steps do you need to take to improve? Our new benchmark assessment tool uses best practice data from hundreds of surveys conducted by the Aberdeen Group. After you define your job function, you’re taken to a customized assessment that asks about your primary goal and...