Valvoline’s Increased Service ROI Pleased Two Very Diverse Constituents — Its CFO and Its Customers

Share:

Chief financial officers (CFOs) are notoriously tough customers when it comes to approving expenditures for new initiatives. They expect to see a solid business case with a strong, defensible return on investment (ROI). When Valvoline looked into centralizing the inbound calls that its 1,300 retail locations were handling, the business case almost wrote itself. The […]

Read

3 Ways to Provide Success When Handling Rude Customer Interactions

Share:

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customer interactions in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or […]

Read
7 myths

4 Questions Every Contact Centre Needs to Ask

Share:

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. 1. What Do Customers Want? Consumers want great experiences. They want interactions that are quick and easy; they want their […]

Read
mobile apps

Mobile Apps and SMS Are Paying Off in the Contact Center

Share:

Mobile apps received the highest average Net Promoter Score® at 25 globally, jumping even higher for U.S. consumers at 38 according to the recent NICE inContact CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium […]

Read
chatbot

Most AI Chatbots Will Fail, and That’s Okay!

Share:

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. In our NICE inContact CX Transformation Benchmark, chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. According […]

Read
nice incontact high marks

Customers Give NICE inContact High Marks

Share:

When it comes to customer satisfaction, one company stands out from the competition, according to research conducted by DMG Consulting LLC.  In the report, NICE inContact CXone—the #1 cloud customer experience platform globally—received the highest product satisfaction rating from customers, as well as the highest rating for overall vendor satisfaction. This is especially important because […]

Read
AI

Stop Ignoring the Impact AI Can Have on Your Business TODAY

Share:

With all the hype and promised potential of AI, how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, […]

Read
Contact Center Terms

7 Contact Center Glossary Terms You Need to Know

Share:

I could take you through a litany of common contact center terms and definitions … but why? There are plenty of places you can go to find that information. In fact, I’ve included a link to an unbiased market source at the end of this blog. There are, however, some terms you should know today, that might […]

Read