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Transforming customer experiences

The NICE inContact Blog

Category: Digital First Omnichannel

168 blogs
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.
Chatbot for self service

A Bottle of Shampoo and Digital Customer Experience

Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience. Agents can engage with customers on these digital channels but so can bots, using the same rules you're applying to a chat on your website.
4 Important Roles the Best Cloud Call Center Software Plays in the Customer Journey

4 Important Roles the Best Cloud Call Center Software Plays in the Customer Journey

Contact centers are a critical touchpoint that can make or break a customer journey. Having the best cloud call center software can ensure this particular part of the journey is smooth sailing rather than rough seas. We explore the critical role contact centers play in customer journeys and how the best cloud call center software can ensure this particular touchpoint offers frictionless service.
Whats New in the 2020 Survey of Business Global CX Transformation

What’s New in the 2020 Survey of Business: Global CX Transformation

Major transformations in customer experience and the contact center are well underway and accelerating this year such that businesses risk increases for companies being left behind by more agile competitors. The results are in from the latest survey of global customer experience leaders in the 2020 NICE inContact CX Transformation Benchmark, Business Wave. This year’s survey turned up key trends in digital transformation in customer service channels, self-service channels, artificial intelligence and social media.