webhelp

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

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On its way to becoming an international powerhouse in business processing (BPO) and customer experience outsourcing, Webhelp partnered with NICE inContact back in 2010. Even then, the company was recognizing the possibilities of the cloud, consumers’ migration to multichannel experiences and the increasingly critical role of applied analytics. Webhelp knew that joining forces with a […]

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millennial customers

3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers

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When it comes to brands, millennial customers are not lacking for options. The first generation raised on digital tools, the ability to research and choose among thousands of search results is second nature. This has fundamentally changed the nature of their relationships with businesses, as they now favor experience over function. The 1:1 relationship—the interactions […]

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agent productivity

Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce®

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Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can […]

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Adapt Your Contact Center to Customer Needs with Omnichannel

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In customer service, we find comfort in putting customers in different boxes or categories. This group of customers prefer email communication, these customers prefer phone interactions, those customers are high maintenance, etc. But what if I told you that a customer’s category changed based on the situation and circumstances? And it’s possible to keep up […]

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one brand

inContact is now NICE inContact – One Leadership Brand

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We’re relentlessly driving a new age of customer experience because we believe one-on-one customer interactions have a real and lasting impact on people’s lives. Everything we are doing as a company across our CXone product offering, our expert services, and our partner ecosystem that includes DEVone, is anchored in that belief. Today, we have a […]

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Reducing Customer Effort – Make it Easy to be Your Customer

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Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. NPS focuses on long-term happiness, whereas CSAT […]

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Get Ready for 2018 with These Free Research Reports

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Are you getting ready for 2018 planning? If so, we’ve compiled a short list of reports you will probably want to read (and we’re giving them to you free): Drive Revenue with Great Customer Experience, 2017 – Forrester Research In this report, industry analysts from Forrester Research, a leading global research and advisory firm, look […]

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