With CXone, Fossil Group Unifies Contact Centers, Raises Performance

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Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business, including 250 call center agents who support over 10 languages. Three third-party call centers […]

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3 Industries That Can Benefit Immediately from Digital Customer Service

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Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more […]

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Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key

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The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology. Businesses are very confident […]

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New Era of Complete Digital Experiences to Expedite the Enterprise Transition to Smart Digital Conversations

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Consumers today expect to interact with companies via a variety of digital channels. In fact, 91% of consumers want seamless omnichannel across messaging and real-time voice and chat. Unfortunately, a digital divide exists today. While consumers have embraced messaging and a digital first world, companies have failed to deliver. As consumers, we’re very comfortable messaging […]

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WebHelp and Swedish Rail — Customer Experience on the Right Track

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NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here). Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital […]

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Valvoline’s Increased Service ROI Pleased Two Very Diverse Constituents — Its CFO and Its Customers

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Chief Financial Officers (CFOs) are notoriously tough customers when it comes to approving expenditures for new initiatives. They expect to see a solid business case with a strong, defensible return on investment (ROI). When Valvoline looked into centralizing the inbound calls that its 1,300 retail locations were handling, the business case almost wrote itself. The […]

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The Shutdown and the Storm: CXone Provides a Welcome Tool for the State of Michigan

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Michigan’s Department of Health and Human Services (DHHS), Integrated Services Delivery (IDS) is the state agency that manages the entire process for benefits administration — from application and qualification through delivery. Although the state of Michigan maintains 14 different contact centers for different agencies, DHHS/IDS didn’t have a dedicated contact center. Instead, approximately 5,000 caseworkers […]

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4 Questions Every Contact Centre Needs to Ask

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Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. 1. What Do Customers Want? Consumers want great experiences. They want interactions that are quick and easy; they want their […]

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Envera Health Provides Exceptional Patient Experiences with CXone Tools

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Envera Health provides contact center services to a variety of healthcare providers — physician practices and others — throughout the U.S. In a complex industry that deals with sensitive information, and where patient privacy is paramount, Envera has set out to provide exceptional experiences for every patient who calls. Envera utilizes NICE inContact CXone call […]

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