Transforming customer experiences

The NICE inContact Blog

Read more blogs by Mark Ungerman

27 blogs
Call center agent analyzes contact center benchmarks to cut costs.

Hey boss! Can I please cut call center costs?

It's important to be purposeful when cutting costs. Using benchmarks can help. Use internal benchmarks to make cuts relative to past performance. Use industry benchmarks to make cuts that will put you in line with other contact centers like yours. Using both sets of benchmarks in combination may yield the best results.
Business accepts curbside pickup during Covid-19.

The Big Advantage of Being Small

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to 1) lost sales, 2) disruption in supply chain and 3) disruption in workforce due to employee illness. Furthermore, nearly 70% of surveyed business say, that unaided, they do not have the financial resources to survive more than four months.
AI in the contact center

AI in the Contact Center - When and Where

Artificial Intelligence (AI) in the contact center. Does this phrase elicit excitement or many questions? To some, AI in the Contact Center, conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center...
exceptional CX

Great Customer Experience has the Power to Accelerate Growth

Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice. Technology all but makes time and place irrelevant by providing anytime, anywhere access to almost anything. If any organization is perceived as being too hard to work with, then...
SLA

Alexa How are My SLAs Doing

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. The company continues to develop innovative applications, from integrating with its proprietary reporting platform, Omegalytics, to harnessing the...
contact center

Get Your Contact Center Ready for the Modern Age

If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! That’s because all technology has a “shelf-life”. For many IT systems this is about seven years. This is also true for call center systems. Why does technology have an expiration...

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