To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary!

Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today. Because its customers are largely older and less inclined to be digital, the 9,000 owner and temporary shops—and its contact centers—are its primary retail channels and sources of revenue.

You need to invest in digital channels in order to keep pace with the way your customers are communicating today. But, how do you justify the investment other than to say that you know that is what your customers prefer? How do you tie it to financial gains or operational improvements to get a proven ROI?

Valvoline, Inc. had identified a significant service issue that ran counter to the company’s brand standards, Quick. Easy. Trusted. What’s more, this issue was having widespread impact: both in the stores and on the phone, it was negatively affecting customers’ and employees’ experiences, as well as hurting performance and service standards.

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge. It’s not surprising that many contact center leaders...

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? Huge investments? Lots of additional resources? Think again. Adding AI actually doesn’t require a big investment or big changes to deliver a big return. Explore why in our latest whitepaper, AI for CX: Practical Investments, Proven Return. With nearly every major player in customer experience...

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. Some of the most exciting and useful information presented comes from NICE inContact users themselves. 2019 was no exception, as representatives from a variety of companies presented...