Transforming customer experiences

The NICE inContact Blog

Read more blogs by Gayathri Krishnamurthy

30 blogs
Ready to Cut Contact Center Costs, But Not Sure Where to Start?

Ready to Cut Contact Center Costs, But Not Sure Where to Start?

Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs. And, customer service and contact center functions among others are definitely starting to look at cutting costs. Infact, a recent IDG CIO Covid-19 research said that the #1 priority for leaders in the COVID-19 crisis, is process efficiency to drive costs down.
Uncovering Cloud Options for Your Organization

Uncovering Cloud Options for Your Organization

Since 2006, cloud computing has expanded and advanced in incredible ways. While cloud computing is a staple in numerous organizations, less than half of contact centers have any form of investment in cloud technology. But, we see the rate of cloud adoption in contact centers rising every year now. Is your contact center ready to make the leap to cloud computing? Here are a few considerations to make as you prepare for the transition.
Improving Agent Experience and Engagement

Improving Agent Experience (AX) and Engagement One Step at a Time

Agents are the most critical resource in a contact center and yet the hardest to retain as evident with high attrition rates. As per the NICE inContact ICMI survey 25% of agents left the company in the past 12 months; 20% of agents left the contact center but stayed within the company; and 18% of agents changed positions in the contact center. Investing in AX has risen as one of the top priorities contact center leaders are undertaking to engage, motivate and most importantly retain agents.
Key Contact Center Investments in 2020

Planning for 2020? Don’t miss out on Key Contact Center Investments

As we step into 2020, we see companies investing more in Customer Experience (CX) initiatives than ever. There is a clear business case to invest and improve CX – happy customers buy more, are easy to service and bring in new customers through recommendations. And, contact centers, being customer interaction hubs, are getting more preference and priority when it comes to CX investments.
customer experience

Scaling a Customer Centric Culture in Your Contact Center

Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better. It has never been more important to create highly personalized connections with your customers -- and connect with them more frequently than ever. Failure to do so will likely push...
AI in contact centers

AI in Contact Centers – IT Gets the Driver Seat

Artificial intelligence is one of the hottest topics today and nearly every C-level executive is eager to understand how AI will transform their business. Contact centers are no exceptions. Only about a third of the customers are willing to use bots and virtual assistants to interact with companies AI is not a customer pleaser, yet! But...

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