product

Turn Your Contact Center Service Agents into Product Gurus

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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 […]

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contact center

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

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Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction. As contact centers continue to become […]

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quality monitoring

New Ways to Think About Contact Center Quality Monitoring

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Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities […]

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customer experience

Great Customer Experiences Don’t “Just Happen”

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When I arrived on the contact center scene, I knew relatively little about it. Honestly, I hadn’t really heard the term “contact center” not to mention related acronyms like “CX”, “WFO” or “AI”. To me, there were just “call centers” and I lazily imagined a warehouse filled with worker bees relentlessly taking phone call after […]

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social media

Is Social Media in the Contact Center the New Black?

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Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. Ensuring that your contact center does not “miss out” on social channels is vital, just look at these stats: The number of social media users […]

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idea

Product Idea? Come to the NICE inContact Customer Community!

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We heard your feedback that you want more visibility into what happens to your Product Enhancement Requests. Ideas are coming to the NICE inContact Customer Community. Gone will be the days of submitting a Product Enhancement Request to your technical representative and wondering what is going on with it. With Ideas you’ll be able to […]

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interactions

Psssssst! The Buzz Around Interactions 2019 has Already Begun

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How will we top Interactions 2018?  By leading the charge in industry trends. Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them. Even more hot topics and incredible speakers “…this is our first opportunity to come to an Interactions event. I’m blown […]

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customer service metrics guide csat ces nps

Customer Service Metrics Guide: CSAT vs. NPS vs. CES

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In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my […]

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crm integrations

Increase Contact Center Efficiency with CRM Integrations

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The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. And the secret lies within contact center and CRM integrations. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact […]

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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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