call center scripting

3 Questions to Answer for Your Annual Customer Experience Checkup

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Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. But with a wide range of CX outcome KPIs like NPS, CSAT, CES and dozens of operational efficiency KPIs it is easy to be overwhelmed and lose the forest for the trees. End of the year planning cycles often […]

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Contact Center Outsourcing

The Pros and Cons of Contact Center Outsourcing

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Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located.  Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. First […]

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Gartner CCaaS MQ

Looking to Replace your On-premises Call Center Software? Take a Look at this New Gartner Report

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For the fourth straight year NICE inContact has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS)[i]!  We’re proud to be recognized with the highest overall position in Ability to Execute (weighted toward current product, customer experience, and sales execution) and by our strong placement in Completeness of […]

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contact center

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

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Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction. As contact centers continue to become […]

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open cloud

Summer: Time for Open Roads and Open Cloud Platforms

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We are halfway through summer and I have one of the great summer traditions on my mind – the road trip. While most of us spend a fair amount of time our cars, often stuck in traffic during our commutes, the road trip is special. A big part of what makes road trips such a […]

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omnichannel

Omnichannel Customer Experiences: Do Consumers and Businesses See Eye-to-Eye?

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In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Modern customer expectations have never been higher, and businesses understand that customer experience is a leading brand differentiator. […]

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speed

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

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When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Customers place resolving issues in the quickest way possible as their top driver […]

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