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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Gant Travel Goes the Distance with CXone

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Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. While the company works hard to ensure that its clients’ trips are comfortable, cost-effective, and error-free, the customer experience it was providing needed to make significant […]

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Expand Your Skill-Set and Knowledge with Six Remarkable Tracks Designed for You!

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At Interactions EMEA 2019, NICE’s flagship annual customer conference in London, you’ll have a premium tiered seat to incredible educational opportunities that will reveal the latest tools and solutions you need to improve and scale your business. Join us at The O2 Cineworld for over 25 sessions and 6 inspiring and innovative breakout tracks and deep dive […]

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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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interactions

Take your Interactions 2019 Experience to the Next Level with Interactions.edu

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Sharpen your skills and transform your career by attending our pre-conference sessions, Interactions.edu and take your Interactions 2019 experience to the next level! Interactions.edu offers a multitude of sessions delivered by our expert Education Specialists and Business Consultants, which are built upon an extraordinary reputation for great content. Interactions.edu is all about hands on training, […]

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Don’t Just Sit There—Speak Up! Interactions 2019 Call for Speakers

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Here’s the perfect way to be part of the excitement of Interactions 2019: Sign up to be a speaker! This is a terrific opportunity: Sharing experiences, insights and solutions positions organizations—and speakers—as industry thought leaders. It’s a great way to showcase successes and best practices. Everyone selected as a speaker will receive a complimentary conference […]

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Inside NICE inContact – Meet Tyler Buehler

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We are starting a new series where you can meet some of the people you may interact with on a daily basis! Meet Tyler Buehler, Director Professional Services PMO for NICE inContact. Tyler is a native of Utah and has been in the contact center industry for 20 years, and I was able to sit […]

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