Transforming customer experiences

The NICE inContact Blog

Category: Customer Experience

513 blogs
Managing the Right Mix of Capabilities to Absorb Volume Swings

Managing the Right Mix of Capabilities to Absorb Volume Swings

This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses. At the same time, businesses benefit by being able to deliver loyalty-enhancing CX that also increases their ability to effortlessly handle volume swings.
Patients as Consumers and Customers How Can Health Care Meet Their Growing CX Demands

Patients as ‘Consumers’ and ‘Customers’: How Can Health Care Meet Their Growing CX Demands

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers. In fact, the patient-consumer is already here. How will health care meet their changing needs?
Fresh Ways to Energize Your Digital Customer Engagement

Fresh Ways to Energize Your Digital Customer Engagement

Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers. Customers today require a lot more attention than they might have a few decades ago. People today are used to having their needs met instantaneously; doing otherwise can lead to a loss of business.
Kids playing while father works

Did 2020 Reveal the future of Public Sector Contact Centers?

Now that 2021 is upon us and there is a faintly visible conclusion to the pandemic, the question remains – will public sector contact centers revert to the models they had relied on prior to COVID-19? The answer is unequivocally NO. Regardless of how the adoption of new flexible models in the contact center arrived (and yes, the speed with which it was done amid the pandemic was a painful way to do it) the reality is, it’s done. Contact center leaders have made the pivot.
Welcome 2021 How to Prepare Your Contact Center for Anything

Welcome 2021 How to Prepare Your Contact Center for Anything

Contact centers are often said to be on the front lines of delivering satisfying customer experiences. They fight a well-planned battle every day to provide low queue times, high first contact resolution rates, accurate responses, and engaging interactions guided by high quality agents. What should your contact center do in order to be prepared for anything? Focusing on four key areas will have you well on the way to adapting and thriving in the face of disruptions both large and small.
2020 the year that changed customer service and the customer experience forever

2020: The Year that Changed Customer Service and the Customer Experience, Forever

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents. As we reflect on the past year, we are proud of our efforts to assist customers new and old. Here’s a roundup of our top insights and recommendations as contact centers look to capture the lessons of 2020 to inform a more digitally agile foundation for years to come.