customer experience

Great Customer Experiences Don’t “Just Happen”

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When I arrived on the contact center scene, I knew relatively little about it. Honestly, I hadn’t really heard the term “contact center” not to mention related acronyms like “CX”, “WFO” or “AI”. To me, there were just “call centers” and I lazily imagined a warehouse filled with worker bees relentlessly taking phone call after […]

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social media

Is Social Media in the Contact Center the New Black?

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Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. Ensuring that your contact center does not “miss out” on social channels is vital, just look at these stats: The number of social media users […]

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contact center

3 Questions to Ask when Modernizing your Contact Center

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In my last post I talked about why some operations leaders feel stress at the very thought of modernizing their contact center. They clearly have the expertise to see how an under-performing contact center is impacting their business. However, they feel less certain when it comes to choosing a replacement solution. This is completely understandable. […]

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meet

Inside NICE inContact – Meet Tyler Buehler

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We are starting a new series where you can meet some of the people you may interact with on a daily basis! Meet Tyler Buehler, Director Professional Services PMO for NICE inContact. Tyler is a native of Utah and has been in the contact center industry for 20 years, and I was able to sit […]

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idea

Product Idea? Come to the NICE inContact Customer Community!

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We heard your feedback that you want more visibility into what happens to your Product Enhancement Requests. Ideas are coming to the NICE inContact Customer Community. Gone will be the days of submitting a Product Enhancement Request to your technical representative and wondering what is going on with it. With Ideas you’ll be able to […]

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interactions

Psssssst! The Buzz Around Interactions 2019 has Already Begun

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How will we top Interactions 2018?  By leading the charge in industry trends. Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them. Even more hot topics and incredible speakers “…this is our first opportunity to come to an Interactions event. I’m blown […]

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modernize

Operations Leaders – it’s Time to Modernize the Contact Center

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If you are an operations leader for a medium sized organization, modernizing your contact center should be top of mind. As technology used in contact centers has become more specialized and capable over the past few years, your contact center may be approaching functional obsolescence. However, modernizing the contact center cannot, and should not, be […]

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