Transforming customer experiences

The NICE inContact Blog

Category: Contact Center Trends & Insights

1074 blogs
Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction

Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)

Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day. There are a lot of other indicators that impact customer loyalty and overlooking them can lead to missing the mark on customer experience. So how do you improve customer loyalty and retention rates? And what contact center metrics should you be measuring to get there?
NICE inContact CX Transformation Benchmark 2020 How the Coronavirus Shaped Customer Expectations

NICE inContact CX Transformation Benchmark 2020: How the Coronavirus Shaped Customer Expectations

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers. The study polled more than 2,500 individuals in the United States, United Kingdom, Australia, and Canada during September 2020 – specifically consumers who had communicated with a company through a customer service experience in the last three months. Here are the three major subjects we explored in the consumer research and what they mean for the future of customer expectations.
Time for a New Engine 4 Ways Modern ACDs Are Driving Todays Contact Centers

Time for a New Engine? 4 Ways Modern ACDs Are Driving Today's Contact Centers

An ACD is essential contact center technology. Without an ACD, the operation would be in disarray, which is why it is indispensable for every contact center. However, ACD capabilities vary widely across vendors, meaning just because a call center uses an ACD doesn't mean they are reaping all the benefits that the best ACDs can provide. Learn the capabilities of industry-leading ACDs and how those capabilities positively impact operations and customer experience (CX).
The Ultimate Dialer Guide for Your Outbound Call Center

The Ultimate Dialer Guide for Your Outbound Call Center

Contrary to popular belief, dialers are not used just for telemarketing. The right dialer can turn any inbound contract center into a powerful blended contact center to help accelerate business growth. The challenge is selecting the best dialer for the task at hand. This guide will review different types of dialers, and help you decide which dialer is best suited for you. We will also look at compliance risks associated with using dialers along with the many benefits a dialer can deliver.