Transforming Customer Experiences

The NICE inContact Blog
Contact Center agent reviews her interaction analytics

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.
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.
contact center agent remains productive while working from home

By the Numbers, Keys to Restoring Team Productivity

Last week, I noticed headlines announcing yet another business that’s decided it “won’t reopen half its offices after pandemic, amid restructuring and work-from-home success”. Maybe that’s not so shocking, though, considering that work-from-home contact center agents have an 80% better retention rate than those working out of a physical call center (according to a recent ICMI benchmark study on agent experience).
Female student participates in SheTech Summit where NICE inContact women serve as mentors.

SheTech Summit Takes Girls to New Heights

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.
Globe next to rising chart for globalization of contact centers

CXone Enables Companies to Provide Exceptional Customer Experience Globally

As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based company is expanding across the pond, adapting products and brand awareness to multiple new markets and cultures is not only doable but is often necessary for growth and survival.
Veterinarians check out collie. Lassie had the first pet insurance policy in 1982 and today cloud contact center software helps.

Customer Experience a Key Differentiator in Competitive Pet Health Insurance Industry

Did you know that Lassie received the very first pet insurance policy in the US in 1982? No? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US. Similarly, customer experience has always existed, even though we weren’t yet aware of its importance to companies and the products they sell.

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