consumer demands

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

Share:

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 […]

Read
CX

Implement Continuous CX Improvements in Your Contact Center

Share:

Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. As a follow up, Mr. Brown has provided input […]

Read
cloud contact centers

Forrester Research Names CXone a Leader in Cloud Contact Centers

Share:

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 […]

Read
omnichannel

All Things Omnichannel – Join the Inner Circle

Share:

It seems like the “adoption of omnichannel” has appeared on all of the annual industry prediction lists for at least the last four years. And I predict it will appear on those lists for at least four more. This is because omnichannel isn’t a quick win, passing fad. It’s typically a multi-year business strategy that […]

Read
csat

NextGear Capital Drives Growth and Improves CSAT 10%

Share:

For more than a decade, floor-plan financing provider NextGear Capital has been helping independent automotive dealers—now over 23,000 of them in the U.S., Canada, UK and Ireland—with customized inventory finance solutions. NextGear’s lines of credit, in fact, give dealers the buying power they need to be successful. But NextGear also provides dealers much more, including […]

Read
alphanumeric

Alphanumeric Becomes a Global Force with NICE inContact CXone

Share:

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 […]

Read
ccaas

Modernize your Contact Center with Contact Center as a Service (CCaaS)

Share:

In my last post, I talked about how a contact center specific solution would not only give your contact center purpose-built features, but also explained how a contact center specific solution can help reduce the cost and scope of your upgrade. The next question in our decision framework is: “Is owning and managing technology the […]

Read
product

Turn Your Contact Center Service Agents into Product Gurus

Share:

James Rouse, an American real estate developer and philanthropist, is credited with saying, “Profit is not the legitimate purpose of business. The legitimate purpose of business is to provide a product or service that people need and do it so well that it’s profitable.” This is a product-centric view of business and it makes a […]

Read
CRM

CRM and Contact Center Applications – The CX Avengers

Share:

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 […]

Read
1 2 3 28