Transforming customer experiences

The NICE inContact Blog

Category: Customer Experience

475 blogs
Make it Easy Give Customers the Support Experience They Expect and Value

Make it Easy - Give Customers the Support Experience They Expect and Value

In the first post of this three part series, Effective Customer Service Can be the Key to Small Business Growth, we talked about how small businesses need to protect their existing customer base if they want to achieve meaningful, sustainable growth. Providing effective customer service, in which issues are solved competently during the first contact, is a good step in this direction.
An Increasingly Digital First World

An Increasingly Digital-First World

As with so many things, 2020 is different. For many, back to school means back to video conferencing, either full or part time. The same is true for parents. The end of vacation means back to the desk, in front of a camera most of the day. The paradigm extends to other parts of our lives. The COVID-19 pandemic has catapulted telehealth forward by decades in a few months. Teladoc, global leader in virtual care, reports telehealth visits up 203% in the second quarter of 2020 compared to last year.
Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles. Not only will this align better to customer behavior, but it's also a lower cost alternative to phone support, an important consideration in these days of shrinking revenue.
Call center agent uses open platform in their contact center.

Five Reasons To Be Open-minded About Using an Open Platform in Your Contact Center

In this digital era, people are used to instant access to anything, at any time, on any device. It’s no wonder that when consumers contact your business—whether it’s to make a purchase or report an issue—they expect that same instant experience. And bearing the brunt of these ever-increasing customer demands are contact centers. You need a platform that not only handles voice and digital channels, but also gives your agents and supervisors the tools they need to be efficient and effective.
Moving to the Cloud is Imperative for the Contact Center – The Latest Forrester Expert Analysis

Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

NICE inContact has been recognized as a leader in a new report from Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE inContact CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment. NICE inContact ranks top in both the current offering and strategy categories and earned the highest possible scores in 29 of the 33 criteria.