cloud

5 Ways to Optimize and Enhance your Contact Center with Cloud Technology

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It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. As the digital landscape continues to evolve, businesses in all sectors face the challenge of adapting their strategy to stay competitive, and adjusting their infrastructures […]

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contact center

2018 Contact Center Summer Reading List

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Summer brings longer and hotter days, and for me it’s usually a time I like to catch up on my reading. I’ve compiled a few articles below that could help you stay on top of the hot contact center trends, but from the comfort of your air conditioning. Cloudy to Clear – Are you getting […]

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customer experience grand slam

Hitting a Customer Experience (CX) Grand Slam

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I was privileged to be the third at bat as part of a NICE inContact webinar series this month. My title and batting order reference are taken from the theme of the series, how to turn-around a slump in customer experience ratings. As a native New Yorker, and die-hard Yankees fan, I also had the […]

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customer experience

Don’t Lose Customers to a Bad Contact Center Experience

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79% of consumers indicate that they will leave you if you provide them just one bad customer experience. Consumers not only demand the best from your product or service, but they demand the best from your people, and your systems. There isn’t much room for error, and a lot is at stake! So, what constitutes […]

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teleflora

Teleflora Business Blossoms with Consistent Customer Experiences

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Who hasn’t been thrilled to receive a beautiful bouquet of fresh flowers on a special occasion? A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of that process, connecting customers to more than 33,000 member and affiliated florists all over the world. In short, florists depend on Teleflora […]

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omnichannel

Omnichannel Customer Experiences: Do Consumers and Businesses See Eye-to-Eye?

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In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Modern customer expectations have never been higher, and businesses understand that customer experience is a leading brand differentiator. […]

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cx

Win the Customer Experience (CX) Game in Your Contact Center

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We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive. We are already seeing companies leverage customer experience (CX) as the key tool […]

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gdpr

Final Countdown to GDPR Compliance – Is Your Contact Center Ready?

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The General Data Protection Regulation (GDPR) becomes effective on May 25, 2018. For many companies, this means procedural changes as well as changes to contracts and new product features to comply with various requirements of the GDPR. NICE inContact is no different and over the past year we have been reviewing our internal processes and […]

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b2b

3 Winning Factors for B2B Customer Experiences

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When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to function as advertised, […]

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