Transforming customer experiences

The NICE inContact Blog

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143 blogs
NICE inContact CX Transformation Benchmark 2020 How the Coronavirus Shaped Customer Expectations

NICE inContact CX Transformation Benchmark 2020: How the Coronavirus Shaped Customer Expectations

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers. The study polled more than 2,500 individuals in the United States, United Kingdom, Australia, and Canada during September 2020 – specifically consumers who had communicated with a company through a customer service experience in the last three months. Here are the three major subjects we explored in the consumer research and what they mean for the future of customer expectations.
Time for a New Engine 4 Ways Modern ACDs Are Driving Todays Contact Centers

Time for a New Engine? 4 Ways Modern ACDs Are Driving Today's Contact Centers

An ACD is essential contact center technology. Without an ACD, the operation would be in disarray, which is why it is indispensable for every contact center. However, ACD capabilities vary widely across vendors, meaning just because a call center uses an ACD doesn't mean they are reaping all the benefits that the best ACDs can provide. Learn the capabilities of industry-leading ACDs and how those capabilities positively impact operations and customer experience (CX).
These 15 IVR System Design Tips Will Take Your Results from Customer Enragement to Customer Engagement

These 15 IVR System Design Tips Will Take Your Results from Customer Enragement to Customer Engagement

Interactive voice response (IVR) systems are the gatekeepers to the contact center. As such, they set the tone for the entire interaction. Does your gatekeeper welcome everyone in with little friction, or is your IVR system more like the troll under the bridge, barring the way until customers answer the riddles correctly? Contact centers can meet self-service goals with their IVRs while still delivering good CX.
Why Voice of the Customer Matters and How to Get Leadership Support

Why Voice of the Customer Matters — and How to Get Leadership Support

​In these challenging times your customer’s voice matters more than ever — but this information can get lost among everything else going on. Even if agents are distracted and issues are coming up, contact centers must provide the same level of satisfaction as they would have before. How can you prioritize excellent service no matter what’s going on in the world? Establish a Voice of the Customer Program.
Digital and Analytics A Match Made in Heaven

Digital and Analytics: A Match Made in Heaven

What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. In a recent Aberdeen report, 66% of respondents said the reason they are going digital is to improve CX. And that makes total sense, because you want to be where your customers are, on every channel.