Category: CXone

48 blogs
In 2021 Chatbots are a No Brainer for Contact Centers

In 2021, Chatbots are a No Brainer for Contact Centers

Each year, NICE surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. The NICE Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers. Last year, we discussed the numerous impacts that the global pandemic had on both businesses and consumers. Businesses were fast tracking technology initiatives that had originally been on a 3-5 year roadmap and moving them to the top of the list to adapt to the tectonic shift that the pandemic caused around the world. On the consumer side, consumers were also busy adopting digital channels and alternatives to what they had grown accustomed to as they adjusted to quarantine, lock downs and social distancing. The study and report yields insights into this digital acceleration -- both from a business point of view and a consumer point of view.
How business process outsourcing can solve the challenges your business is wrestling with

How business process outsourcing can solve the challenges your business is wrestling with

NICE’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users. Businesses looking to keep up with the competition, lower costs, run their operations more efficiently, and realize greater revenues should consider NICE CXone for call center outsourcing. Visit NICE today for more information.
3 Ways to Improve Agent Performance in Real Time

3 Ways to Improve Agent Performance in Real Time

We live in a real-time world. We get flash-sale notifications in real time, get real-time alerts for every bank and credit card transaction in real time, know how many “likes” we have on a social post in real time – heck, I even know when my daughter’s diaper has been changed at daycare in real time (evidence that there is such a thing as too much real time). So why shouldn’t agents get real-time coaching, improvement feedback, and performance insights?