Transforming customer experiences

The NICE inContact Blog

Read more blogs by Shawna Malecki

16 blogs
Fresh Ways to Energize Your Digital Customer Engagement

Fresh Ways to Energize Your Digital Customer Engagement

Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers. Customers today require a lot more attention than they might have a few decades ago. People today are used to having their needs met instantaneously; doing otherwise can lead to a loss of business.
Act on Early Warnings with Proactive Analytics

Act on Early Warnings with Proactive Analytics

One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment. Additionally, the study found that investments in analytics correlate to strong business outcomes. For example, 23% of businesses that widely use analytics experienced an increase in revenue despite the pandemic.
Why Voice of the Customer Matters and How to Get Leadership Support

Why Voice of the Customer Matters — and How to Get Leadership Support

​In these challenging times your customer’s voice matters more than ever — but this information can get lost among everything else going on. Even if agents are distracted and issues are coming up, contact centers must provide the same level of satisfaction as they would have before. How can you prioritize excellent service no matter what’s going on in the world? Establish a Voice of the Customer Program.
Digital and Analytics A Match Made in Heaven

Digital and Analytics: A Match Made in Heaven

What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. In a recent Aberdeen report, 66% of respondents said the reason they are going digital is to improve CX. And that makes total sense, because you want to be where your customers are, on every channel.
5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment. While the majority of contact centers are well past the initial hurdle of providing agents access to work from, it was no easy feat as many didn’t have an agile infrastructure that supported a seamless transition.