email

It Turns Out, Customers LIKE Email

Share:

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out […]

Read
contact center agents

Contact Center Agents – Soaring up From Heroes to Super Heroes

Share:

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries (Research, The Quality Assurance & Training Connection). Today’s agents […]

Read
empower agents

Gain Efficiency and Empower Agents with Cloud

Share:

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management. It offers integrated tools to drive and empower agents, elevating performance and enabling contact center managers to quickly respond to meet or exceed their service […]

Read
software and soft skills

Why Digital Customer Service Depends on Software and Soft Skills

Share:

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. Clearly there’s plenty of room for improvement in […]

Read

The Digital Revolution: Best-in-Class Digital Experiences

Share:

In an earlier post, The Digital Revolution, Rising Consumer Expectations, we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. We ended by detailing 7 best practices that we’ll detail here. 1) Centrally managing next generation digital interactions in the contact center Today in most company’s ownership of […]

Read
digital customer service

5 Key Technologies for the Future of Digital Customer Service

Share:

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. Digital customer service is evolving quickly, and this change hopefully comes in […]

Read

The Problem with Doing Nothing in the Contact Center

Share:

Boston is famous for its meandering streets that seem to take the long way to where you need to go.  Folklore tells of how the trails of aimlessly wandering cows were simply paved over. This may not be true, but it serves to illustrate a point. When we become complacent with inefficiencies they can become […]

Read
boost revenue

Boost Revenue in 8 Easy Steps

Share:

What can you do when revenue targets keep increasing but your budget stays the same? It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost […]

Read
building chatbot

Cheat Sheet for Building the Best Chatbot

Share:

The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Chatbots scale quite easily and can handle hundreds of conversations at a time. This makes them the perfect candidates for tasks with a predictable and well-defined conversation flow. We’ve created […]

Read
1 2 3 39