Transforming customer experiences

The NICE inContact Blog

Read more blogs by Michelle Burrows

11 blogs

Is It Time to Make A Change in Your Contact Center

I recently finished reading "The Power of Habit – Why People Do What They Do in Business and in Life." As a result, I’ve been thinking a lot about change – why we sometimes resist even positive changes in our lives and the process of change itself. I’ll use myself as an example. After I had my...

Making Your Voice of the Customer Program a Success

There is a Chinese proverb that says, “A single conversation with a wise man is better than ten years of study.” I thoroughly believe this to be true and as a marketer, I constantly look to my peers to learn from their experience, their mistakes and their successes. I attend webinars, read white papers on best practices...

Keeping It Simple with Your Voice of the Customer Program

In the past year, I’ve been fortunate to learn from our most successful customers about the practices and programs that they put in place in order to deliver phenomenal customer service. A key cornerstone of delivering extraordinary customer service is often having a Voice of the Customer, or VoC, program in place. In this 2-part blog series, we’ll...

Top 5 Tips for Making Your Customers Feel Special

I travel frequently between Denver and our corporate headquarters, Salt Lake City and I am a big fan of Southwest Airlines. They are usually on time, have plenty of times to choose from for the SLC-DIA route and they have nice, big planes that seem to deal with the inevitable turbulence between these two mountainous states better...

3 Conversation Starters for Selling the CFO on the Cloud

I’m a marketing person. And for those of you who understand the intricacies of balance sheets, NPV, FPV and all other finance-related terms, you know that numbers are not usually a marketer’s strong point. However, in the past few years, we’ve seen a significant shift in marketing. Instead of talking about the latest and greatest advertisement, brand awareness...

Yes Virginia There Will Even Be a Robot

I’ve only been with inContact since November so I’m still adjusting to the absolute enthusiasm our customers have for us. Since I’m in marketing, I'm often in search of customers who want to extol the virtues of inContact’s contact center solutions (happily, they're easy to find). However, we’ve made a real effort with our Problem Solved road...

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