mattress firm

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

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As the leading specialty bedding retailer In the U.S., Mattress Firm has carved out a unique—and healthy—niche in the $29 billion bedding industry. The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 billion in annual sales (2016). But the Houston-based […]

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front line

Call Centers are the Front Line of Customer Service

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Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can […]

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virtual agents

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

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With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. Since a dial-tone IVR is […]

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CX

Implement Continuous CX Improvements in Your Contact Center

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Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. As a follow up, Mr. Brown has provided input […]

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csat

NextGear Capital Drives Growth and Improves CSAT 10%

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For more than a decade, floor-plan financing provider NextGear Capital has been helping independent automotive dealers—now over 23,000 of them in the U.S., Canada, UK and Ireland—with customized inventory finance solutions. NextGear’s lines of credit, in fact, give dealers the buying power they need to be successful. But NextGear also provides dealers much more, including […]

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ccaas

Modernize your Contact Center with Contact Center as a Service (CCaaS)

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In my last post, I talked about how a contact center specific solution would not only give your contact center purpose-built features, but also explained how a contact center specific solution can help reduce the cost and scope of your upgrade. The next question in our decision framework is: “Is owning and managing technology the […]

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idea

Product Idea? Come to the NICE inContact Customer Community!

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Gone are the days of submitting a Product Enhancement Request to your technical representative and wondering what is going on with it. With IdeaConneXion you’ll be able to submit your own request where it will be shared with other customers to vote and comment, search and weigh in on other customers’ submissions, and view the current […]

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contact center

2018 Contact Center Summer Reading List

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Summer brings longer and hotter days, and for me it’s usually a time I like to catch up on my reading. I’ve compiled a few articles below that could help you stay on top of the hot contact center trends, but from the comfort of your air conditioning. Cloudy to Clear – Are you getting […]

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