Transforming Customer Experiences

The NICE inContact Blog

Category: Agent Engagement

250 blogs
speech analytics

Why Does Your Contact Center Need Speech Analytics?

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? In simple terms, speech analytics provides one view into the voice of the customer. It lets you “listen” to EVERY call – and analyze EVERY call. Sounds better than having to take a sampling and hoping you get the right ones to give you a full perspective, right? Now you no longer need to rely on managers to manually evaluate calls to identify performance improvement opportunities. And you get near real time insights from customers that gives you an understanding of how you can improve specific interactions.
workforce optimization

Contact Center 101: What is Workforce Optimization?

Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.” So to state the obvious – workforce optimization from a software perspective are those solutions that directly improve and upscale the productivity, efficiency and quality output of your agents.
cloud contact center solution

CXone Contact Center Solutions Help Bridgevine Drive Revenue, Satisfaction for Clients

Even as Bridgevine, a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. The old system offered almost no performance visibility...
cloud contact center

Start Your Contact Center Move to the Cloud with Workforce Optimization

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report, a key finding states “Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics to...
contact center analytics

3 key benefits of FULL Contact Center Analytics

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives. Seeing all interactions reveals the big picture of what is really happening in your contact center. This is where CXone...
IVR system

5 Surefire Signs You Should Review Your IVR System

Time takes its toll on your IVR system, just like on everything else. It is good practice for any contact center and IVR, regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service, to conduct regular reviews. However, customer needs or business requirements may not wait for your next scheduled...

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