Transforming Customer Experiences

The NICE inContact Blog

Category: CRM

57 blogs
customer service

TruGreen and CXone: Service Satisfaction and Revenue

With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform—and it’s never looked...
CXone Contact Center Solutions Help Radisson Hotel

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups. But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of...
customer experience

The Trifecta of Service Excellence and the Agent’s Reality

At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? The traditional example is an inbound phone call. But in today’s digital first world, that definition also...
Gartner Magic Quadrant 2019

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service North America

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments. For contact center executives and IT professionals interested in moving...
customer experience

Scaling a Customer Centric Culture in Your Contact Center

Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better. It has never been more important to create highly personalized connections with your customers -- and connect with them more frequently than ever. Failure to do so will likely push...
call center manager performance

5 KPIs You Can Improve By Integrating Your Contact Center and CRM

No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. So, how can you ensure that your agents...

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