Transforming customer experiences

The NICE inContact Blog

Category: Omnichannel

17 blogs
Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles. Not only will this align better to customer behavior, but it's also a lower cost alternative to phone support, an important consideration in these days of shrinking revenue.
Call center agent is more productive and aligns with business goals due to cloud performance management software.

Five common contact center pain points, and how performance management software can help

If you are manually pulling reports from disparate systems, processes become very inefficient and ultimately lead to a delay in visibility while the analysis and aggregation occurs. That’s why it’s so important for contact centers to have a performance management process to automatically aggregate raw data from the plethora of different data sources the contact center pulls from.
Moving to the Cloud is Imperative for the Contact Center – The Latest Forrester Expert Analysis

Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

NICE inContact has been recognized as a leader in a new report from Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE inContact CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment. NICE inContact ranks top in both the current offering and strategy categories and earned the highest possible scores in 29 of the 33 criteria.
Best Practices for Improving CSAT in your Contact Center

Best Practices for Improving CSAT in your Contact Center

Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers. NICE inContact Global CX Benchmark study, 2019 shows that great service can build brand loyalty among 81% of customers and turn 87% of them into advocates. So, the case is built to show that there is true Customer Life Time Value (CLTV) in driving better CX.
Call Center vs. Contact Center - 17 Differences You Should Know About

Call Center vs. Contact Center - 17 Differences You Should Know About

What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label. There are important differences between call centers and contact centers.