Transforming customer experiences

The NICE inContact Blog

Read more blogs by Lisa Hotchkiss

11 blogs
Delivering the Service Customers Expect When the Unexpected Happens

Delivering the Service Customers Expect When the Unexpected Happens

Agile software can make organizations more resilient and allow them to continue serving customers in the wake of disasters. Organizations need contact center software that supports multiple proactive customer service methods and makes digital channel implementation fast and simple. Providing customers with channel options, rather than restricting them to phone-only service, provides them with convenience and can ease stress.
Improve CSAT by Improving ASAT

Improve CSAT by Improving ASAT

Contact centers spend a lot of time and money trying to improve customer satisfaction (CSAT). And they should! CSAT drives customer loyalty and their bottom line. Some are investing in ACD routing, IVR and even speech recognition software to deliver a better customer experience. But what if I told you that you might be overlooking one of the most effective tools you have for improving CSAT?
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).