consumer demands

[NEW RESEARCH] Can your Contact Center Keep Up with Changing Consumer Demands?

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Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth. Can your contact center keep up with changing consumer demands? With fierce competition […]

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success

Journey to Contact Center Success

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As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems. Achieve your vision, view the path to possibility within your contact center in this video.

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contact center

Turning up a Contact Center in 72 Hours for Crisis Response [Video]

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Last August, Hurricane Harvey busted the US record for rainfall from a single storm, dumping 27 trillion gallons of rain over Texas. With 33 counties declared a federal disaster, millions of people were affected by the flooding. A large contact center was needed to handle critical incoming phone and email inquiries from so many people, […]

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one brand

inContact is now NICE inContact – One Leadership Brand

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We’re relentlessly driving a new age of customer experience because we believe one-on-one customer interactions have a real and lasting impact on people’s lives. Everything we are doing as a company across our CXone product offering, our expert services, and our partner ecosystem that includes DEVone, is anchored in that belief. Today, we have a […]

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New Omnichannel Customer Experience Research – How Well Are You Doing?

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New inContact customer experience research, published today, reveals gap between business and consumer perceptions. In April, we released how consumers felt about their customer experience journey, now we are looking at the other side of the equation – how effective businesses think their customer service operations are. The new research, the second wave of the […]

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The Human Factor in Digital Customer Experience – Free Report

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Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. While continuing to innovate with new technology, companies still need to remain focused on the human factor–customer needs for convenience as well as access to […]

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Transforming Customer Experiences [New Video]

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Over the years, we’ve grown as a company in size with many customers from mid-sized to large organizations, in government, non-profit and many different industries. We are now working with over 115 Fortune 500/Global 2000 companies. I’ve enjoyed getting to know many of our customers and their success stories including some pretty impressive results. This […]

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journey mapping

One-Page Journey Mapping for Contact Centers

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I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. With over 230 people in attendance, there were great conversations and a lot of interest on this topic. In today’s hyper-modern world, understanding and managing the customer journey is a best practice for staying competitive, yet journey mapping can be time-consuming […]

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The Cloud Drives Quantifiable Business Value

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We are wrapping up a phenomenal year with many stories coming in from our customers on how they are achieving their goals with inContact’s solutions. It feels great to be recognized by the world-renowned experts at Frost & Sullivan with the 2015 Customer Value Leadership Award for Contact Center Solutions. As part of the award, there is […]

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