Transforming Customer Experiences

The NICE inContact Blog

Category: Digital First Omnichannel

129 blogs
Workforce Management Software withstanding the mandatory Digital Transformation

Can Your Workforce Management Software Withstand the Mandatory Digital Transformation?

To workforce management outsiders, forecasting in a traditional contact center has always been a bit confounding. Erlang C, Box-Jenkins ARMIA, exponential smoothing – oh my! And that was just when we only had basic interaction channels like voice, email, and chat! But as consumer options and expectations for communication have evolved, contact center complexity has increased. So naturally, the complexity of forecasting and scheduling has also increased!
Digital First Omnichannel

7 Steps to Deliver Digital-first Omnichannel Experiences

The research is clear, younger consumers have a high preference for interacting with companies using digital channels. In fact, 90% of Generation Z and 84% of Millennials state this as their preference. The result is that the call center is quickly become a contact center and your call center software and operations needs to adapt as well.
2020 Planning: Answers to overcoming budget objections, improving experiences and specialization

2020 Planning: Answers to Overcoming Budget Objections, Improving Experiences and Specialization

We’ve just concluded 2020 Planning for Uncertain Times – Practical Tips for Contact Center Leaders, a great webinar series where our speakers discussed the can’t miss investments that you should be making. What I truly enjoyed was the engagement of our audience. Their participation in the Q&A gave speakers the opportunity to address a great deal of questions. There were so many questions that we ran out of time to address them. So without further ado, here are the responses to the 3 questions we did not get to:

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