chatbot

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

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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 […]

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nice incontact high marks

Customers Give NICE inContact High Marks

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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 […]

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AI

Stop Ignoring the Impact AI Can Have on Your Business TODAY

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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, […]

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Contact Center Terms

7 Contact Center Glossary Terms You Need to Know

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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 […]

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omnichannel customer experience

Building an Omnichannel Customer Experience

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When businesses begin to look at how they need to create a Omnichannel Customer Experience it can be overwhelming … customers are tweeting, they want to text you, they are asking other customers (in online community forums), and when it really comes down to the wire they call!  Whatever the industry, whatever the scenarios, the fact is customers have expectations and businesses […]

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Omnichannel customer service

The Difference Between Multichannel and Omnichannel Customer Service

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Let’s start simple…     Multichannel customer service means using multiple channels to service your customers  Omnichannel customer service means using multiple channels to deliver a connected seamless experience to your customers, with consistency across channels  Omnichannel customer experience doesn’t question all channels vs some channels, but rather which channels.  Which channels are right (aka preferred) by your customers, and the experience they expect on those […]

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