gartner

Get Gartner’s Advice: Cloud Contact Center Buyer’s Guide

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You know it’s time to take your contact center’s CX to a new level. But moving to the cloud can seem daunting. Where do you start? What do you do next? Help has arrived to make your transition an informed, smooth and phased process. Our webinar, Up Your CX Game: Buyers Guide for Moving to […]

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analytics

Curious How Analytics Can Impact Your Quality Management?

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Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the […]

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cx differentiator

Customer Expectations are Changing. Here’s How to Keep Up.

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Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier […]

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cloud contact centers

Future-proof Innovation – Vendors in it for the Long Haul

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It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. Unlike on-premises systems, where system updates or enhancements can translate into significant disruption to you operations, a cloud contact center enjoys the flexibility and seamlessness of updates—even larger scale […]

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cloud contact centers

Customers Spoke, Forrester Research Listened

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We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave™: Cloud Contact Centers, Q3 2018. We’re popping the hood on this valuable third-party research report and taking a closer look at the Forrester evaluation methodology underneath, that led to NICE inContact being named a leader for cloud contact […]

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cloud contact centers

Seeing is Believing – The Forrester Wave Demos

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In our last blog article on the recent report, The Forrester Wave™: Cloud Contact Centers, Q3 2018, we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. It’s important to also note the researcher’s critical proof of concept step in the evaluation process. Detailed […]

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cloud contact centers

How can the Forrester Wave directly impact your RFP/RFI quality?

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The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Is the field of evaluated vendors broad enough? Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? In the case of Forrester Research and […]

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cloud contact centers

Considering the Cloud? The Forrester Wave Did the Homework

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When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. It’s the start of a new year, and like many other organizations, you’re probably knee-deep in the process of planning and budgeting to meet the strong business goals you’ve set—or that have […]

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call center technology

Transform No into Yes by Modernizing Your Call Center Technology

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Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. How many times each week do your conversations start with “If only” or “What if”? As in, “If only we could personalize our customer experience (CX) more […]

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savings into speed

Transform Savings into Speed—and Satisfaction

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Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. There is a way to transform savings […]

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