Transforming customer experiences

The NICE inContact Blog

Read more blogs by Shawna Malecki

11 blogs
contact center analytics

3 key benefits of FULL Contact Center Analytics

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives. Seeing all interactions reveals the big picture of what is really happening in your contact center. This is where CXone...
With contact center compliance getting more difficult, contact center managers seek solutions.

Avoiding the Mounting Contact Center Compliance Squeeze

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources. Luckily, call center analytics software can help alleviate much of these compliance headaches. Many organizations still rely on compliance managers to...
selfservice

Finding the Right Self-service Mix in Your Contact Center

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost...
quality customer feedback

Gain Quality Customer Feedback and Avoid the Creep

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. What is the...