Transforming Customer Experiences

The NICE inContact Blog

Read more blogs by Lisa Hotchkiss

4 blogs
contact center crm integration

Contact Center 101: The What and Why of CRM Integration

Sir Francis Bacon is credited with coining the phrase, “Knowledge is power.” If he were alive today, he’d make a great contact center consultant. He’d be touting about the increased knowledge your agents—and your business—gain when you integrate your contact center software with your customer relationship management (CRM).
call center manager performance

5 KPIs You Can Improve By Integrating Your Contact Center and CRM

No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. So, how can you ensure that your agents...
call queuing

What is Call Queuing and Why Does It Matter

Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day.   This same rule applies when people call into your contact center.   And if you think that more people are contacting you via your digital channels instead of calling you, think again. In our 2018 Customer Experience (CX) Transformation Benchmark survey, 66% of the 2,400...

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