interactions

Are you a storyteller, speaker, expert, motivator, leader, or innovator in Customer Experience? Then we want to hear from you!

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As we enter a new year of growth and opportunities, don’t miss the chance to be part of the excitement at NICE inContact’s flagship customer conference in London by sharing your experiences and insights with industry peers. As a speaker at Interactions EMEA 2019, which boasts a compelling agenda featuring five user group tracks with […]

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cloud contact centers

Future-proof Innovation – Vendors in it for the Long Haul

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It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. Unlike on-premises systems, where system updates or enhancements can translate into significant disruption to you operations, a cloud contact center enjoys the flexibility and seamlessness of updates—even larger scale […]

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Gartner's Critical Capabilities

Gartner’s Critical Capabilities Report – We Received Highest Scores in 4 out of 5 Use Cases

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We’re pleased to let you know that NICE inContact has received the highest score in Customer Engagement Center use case in Gartner’s “Critical Capabilities for Contact Center as a Service” research report, just out in mid-December. We believe that the exemplification of NICE inContact’s critical capabilities applied to real-world use cases is especially interesting because […]

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millennial specialty insurance

Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction

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As Americans continue to re-think the whole question of owning versus renting their homes, the percentages of those who are choosing to rent is surging—across all regions and demographic groups. For Millennial Specialty Insurance (MSI), this definitely a case of being in the right place at the right time. Working with agent-partners rather than direct-to-consumer, […]

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cloud contact centers

Customers Spoke, Forrester Research Listened

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We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave™: Cloud Contact Centers, Q3 2018. We’re popping the hood on this valuable third-party research report and taking a closer look at the Forrester evaluation methodology underneath, that led to NICE inContact being named a leader for cloud contact […]

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call center evaluation scorecard

How to Build a Call Center Evaluation Scorecard

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I’ve ditched a company due to bad customer service before… have you? If so, you and I reflect the 8 in 10 consumers that are willing to switch companies due to poor customer service. We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs […]

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city furniture

Florida’s City Furniture Gains Reliable Data and Performance Visibility

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Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. That’s the situation City Furniture, a leading home furnishings and accents retailer in Florida, found itself in with an on-premise Cisco system […]

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call queuing

What is Call Queuing and Why Does It Matter?

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Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day.   This same rule applies when people call into your contact center.   And if you think that more people are contacting you via your digital channels instead of calling you, think again. In our 2018 Customer Experience (CX) Transformation Benchmark […]

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performance management

Performance Management – You Know You Need It, and Here’s Why

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If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed. Overall turnover statistics in the call center industry […]

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