Transforming customer experiences

The NICE inContact Blog

Category: Digital First Omnichannel

132 blogs
Ready to Cut Contact Center Costs, But Not Sure Where to Start?

Ready to Cut Contact Center Costs, But Not Sure Where to Start?

Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs. And, customer service and contact center functions among others are definitely starting to look at cutting costs. Infact, a recent IDG CIO Covid-19 research said that the #1 priority for leaders in the COVID-19 crisis, is process efficiency to drive costs down.
Calling on Coronavirus Preparing the contact center for a pandemic

Uncertainty or crisis? Preparing the contact center for the unknown

Most of the world has its eyes on the news about coronavirus and its potential business and human impact, and there is uncertainty and potential for disruption in the coming weeks. In order to maintain business operations, organizations are looking to rapidly prepare for the challenges today and will want to prepare ahead for the possibility of these events as part of their disaster recovery, just as they would for natural disasters.
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.

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