cloud contact centers

Forrester Research Names CXone a Leader in Cloud Contact Centers

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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 […]

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omnichannel

All Things Omnichannel – Join the Inner Circle

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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 […]

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contact center

3 Questions to Ask when Modernizing your Contact Center

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In my last post I talked about why some operations leaders feel stress at the very thought of modernizing their contact center. They clearly have the expertise to see how an under-performing contact center is impacting their business. However, they feel less certain when it comes to choosing a replacement solution. This is completely understandable. […]

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modernize

Operations Leaders – it’s Time to Modernize the Contact Center

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If you are an operations leader for a medium sized organization, modernizing your contact center should be top of mind. As technology used in contact centers has become more specialized and capable over the past few years, your contact center may be approaching functional obsolescence. However, modernizing the contact center cannot, and should not, be […]

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hoveround

Hoveround Successfully Navigates Customer Service – Increases Lead Conversion 116%

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You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays […]

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allclear

AllClear ID Deftly Handles Data Breach Response with NICE inContact CXone

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There are few other times when speed and accuracy are more critical than when someone’s personal data has been compromised. But as a data breach response service, Austin-based AllClear ID provides exactly this kind of responsiveness to client companies and their customers. In fact, AllClear has successfully managed the three largest data breaches to date—all […]

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adherence

Contact Centers Need to Track Real Time Adherence and Here’s Why

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Buying a self-help book doesn’t do any good if you don’t follow the advice within it. Having a nutritionist develop you a tailored diet plan doesn’t do any good if you don’t follow the diet. It goes without saying that you only reap benefits from your investments if you actively utilize them! However, every day, […]

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