Transforming customer experiences

The NICE inContact Blog

Throw Away Those Old QA Forms!

More and more companies are wising up to the industry trend of tossing those 10 page QA forms and replacing them with an effective abbreviated form that focuses on critical process contact essentials as well as CSAT. This makes perfect sense since customers are not likely to be aware or feel dissatisfied if an agent fails...

Being Social is about Positive Relationships

PEW recently released the results of a new study titled "The Future of Online Socializing." As I was reading the research it occurred me that social media is a terrific opportunity for businesses to succeed and build real relationships with their customers or a terrific opportunity for businesses to fail and build only a list of...

Measurement Madness

Call center productivity is more important than ever before. According to ICMI, the average customer service call center tracks more than 25 metrics (read the full story here). But in this world, "the more the merrier" is not an effective strategy. Doing so is disorienting and can mark the death of the five critical KPIs that matter: 1....

Plan for Social Media Today

Which one of us isn’t "tweeting", blogging, posting on Facebook, texting, or handling a lifeline also known as a smart phone? That’s what I thought. Have you seen the campaigns to text 55555 to ABC Corp for X service? It doesn’t take an industry analyst or expert to know that social media and the smart...

Stop the Debate

Stop the debate. Look at the bigger picture. If the economic downturn has taught us one thing, it’s this: the ongoing debate over cost of customer acquisition verses cost of customer retention has been forever set to rest. Although an understanding of those costs is important, the debate is not worth having. The truly important consideration is sweepingly broad,...

Creating a Powerful Call Center

When customer relationship management (CRM) tools came into the market, they promised businesses clarity and insight into their customers. What they’ve delivered is terabytes of raw, hard-to-interpret, and un-actionable data. Over time operational CRMs have gotten better, but many businesses are still stuck in the 1990s. They struggle with turning data into information. Today I read an...

Text Messaging and the Contact Center

Do you have a mobile phone? If I play the odds, it's a pretty safe bet that you do. The CTIA (who has a particular interest in mobile phone usage) indicates that 91% of the U.S. population has at least one mobile device. Furthermore, nearly 23% of Americans have "cut the cord" completely...