Chief Financial Officers (CFOs) are notoriously tough customers when it comes to approving expenditures for new initiatives. They expect to see a solid business case with a strong, defensible return on investment (ROI). When Valvoline looked into centralizing the inbound calls that its 1,300 retail locations were handling, the business case almost wrote itself. The effort was expected...

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customer interactions in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of...

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions.1. What Do Customers Want?Consumers want great experiences. They want interactions that are quick and easy; they want their issues resolved; and they...

Mobile apps received the highest average Net Promoter Score® at 25 globally, jumping even higher for U.S. consumers at 38 according to the recent NICE inContact CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring...

Greeting customers. Aaaaah, that crucial first impression and what to do with it. Before we get started with the how, what, and why, let's take a step back… Ask yourself, what is your sole purpose in your contact center? To make your customer happy? To drive revenue? The answer to this question should be a cornerstone to...

If you are like the other 100 customers I have spoken with over the last few months you are likely somewhere in the process of evaluating your customer experience (CX). That may mean you have initial awareness there is room for improvement, or you have already identified what improvements are needed, or maybe you have reached the...

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. In our NICE inContact CX Transformation Benchmark, chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. According to WhosOn, 68%...