3 Industries That Can Benefit Immediately from Digital Customer Service

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Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more […]

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If You Want to Keep the Doors Open, WFM Should NOT Be an Afterthought

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Imagine you go to a restaurant. It has a Michelin star chef, so the food is superb. However, the restaurant only always has one server, named Pierre, and five constantly booked tables (you know, one of those fancy exclusive restaurants). Now, Pierre is an incredible server. His service delivery is great because the restaurant has […]

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Coaching — Medicine for the Contact Center

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“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!” What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are […]

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Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key

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The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology. Businesses are very confident […]

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Are Your Customers as Satisfied as You Think They Are?

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We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. But the evolution isn’t complete yet, and it probably never will be. This is the nature of life in the digital age. Businesses still are working out the kinks with […]

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Self-Service Strategies for Elevating CX at Your Contact Centre

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Have you ever visited one of those palatial buffet restaurants with dozens of assorted fresh dishes in self-serve stations, with the crowds and people walking (seemingly) aimlessly with their plates in search of the pasta or the dessert cart? Raise your hand if you appreciate a good buffet — I certainly do! Classic Trap Like […]

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