mattress firm

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

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As the leading specialty bedding retailer In the U.S., Mattress Firm has carved out a unique—and healthy—niche in the $29 billion bedding industry. The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 billion in annual sales (2016). But the Houston-based […]

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front line

Call Centers are the Front Line of Customer Service

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Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can […]

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consumer demands

[NEW RESEARCH] Can your Contact Center Keep Up with Changing Consumer Demands?

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Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth. Can your contact center keep up with changing consumer demands? With fierce competition […]

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virtual agents

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

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With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. Since a dial-tone IVR is […]

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cloud contact centers

Forrester Research Names CXone a Leader in Cloud Contact Centers

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The results are in! NICE inContact CXone has been recognized as a leader by Forrester Research in The Forrester Wave™: Cloud Contact Centers, Q3 2018. CXone is top ranked in the current offering category and received the highest score possible in the market presence category. Organizations seeking to improve customer experience (CX) and reduce operating costs […]

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alphanumeric

Alphanumeric Becomes a Global Force with NICE inContact CXone

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As a provider of technology, professional services, managed services, learning and staffing services, Alphanumeric Systems, Inc. began a concerted global expansion in 2012. But as the company was going big, its technology was staying small. Alphanumeric realized that its contact center technology–outdated, and neither scalable nor reliable—was going nowhere. “The system just couldn’t grow with […]

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dreamforce 2018 demo jam

Don’t Miss NICE inContact CXone at the Dreamforce 2018 Demo Jam!

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In just about a week, we will be showcasing our Salesforce integration at the Dreamforce 2018 Demo Jam! Stop by the Service Theater in the Marriott at 10:30am on Sept 27th when we throw down our best 3-minute demo against 6 competitors and YOU decide the winner! You can get a sneak peek here: Why […]

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CRM

CRM and Contact Center Applications – The CX Avengers

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CRM and Contact Center software are often seen as competing products – Avengers in Civil War, fighting amongst each other. But, in reality they are the dynamic duo, working together in this Infinity war to eliminate fragmented customer experience, the Thanos of the digital economy. CRM provides customer journey and profile data, while contact center […]

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