omnichannel

Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World

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Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service […]

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Omnichannel customer service

The Difference Between Multichannel and Omnichannel Customer Service

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Let’s start simple…     Multichannel customer service means using multiple channels to service your customers  Omnichannel customer service means using multiple channels to deliver a connected seamless experience to your customers, with consistency across channels  Omnichannel customer experience doesn’t question all channels vs some channels, but rather which channels.  Which channels are right (aka preferred) by your customers, and the experience they expect on those […]

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self-service channels

Contact Center Software can Balance Agent-assisted and Self-service Channels

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Omnichannel is hot. Artificial intelligence (AI) is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and […]

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Gartner CCaaS MQ

Looking to Replace your On-premises Call Center Software? Take a Look at this New Gartner Report

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For the fourth straight year NICE inContact has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS)[i]!  We’re proud to be recognized with the highest overall position in Ability to Execute (weighted toward current product, customer experience, and sales execution) and by our strong placement in Completeness of […]

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Contact Center Customer Experience

7 Tips to Improve Contact Center Customer Experience

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We are entering an experience economy where customers are not just looking for the right service at the right time but looking for one that is engaging and immersive. Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy.  Contact Center Customer Experience […]

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voice of the customer

Amplify the Voice of the Customer and Multiply Revenue

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Customer Experience (CX) is the new battleground for companies to differentiate and win in the experience economy. Great experiences have a direct correlation to revenue. Satisfied customers buy more, are less likely to churn and bring in more referrals. Companies are starting to see tremendous value, investing in organization wide CX programs. While CX design, […]

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modern contact center

Best Practices for Building a Modern Contact Center

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The world seems to be moving at breakneck speed. Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and […]

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seaworld

SeaWorld Happily Jumping through Hoops for Guests

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SeaWorld Parks and Entertainment operates 12 parks—some seasonal, others year-round—that welcome a steady stream of guests that include families, school groups, kids and adults of all ages. On the front lines of customer service are SeaWorld’s ambassadors, numbering 125 to 300, depending on the season, operating from the company’s single, central contact center in Orlando. […]

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