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NICE inContact CX Transformation Benchmark - Study 2018

Overview

The results are in! Our 2018 CX Transformation Benchmark surveyed 2,400 consumers across the UK, US and Australia about their most recent customer service experiences, including 11 different channels, both agent-assisted and self-service — over 4,600 total interactions.

What did we find out? Consumers expect more and they’re ready to buy more from companies that deliver a great experience every time.
Webinars

2018 NICE inContact CX Transformation Benchmark (Webinar)

In this one-hour webinar, join in to hear contact center experts unpack the report’s many discoveries, including the six dimensions of customer service and customers’ own expectations for interacting with brands, their channel preferences, and what leads to satisfaction. You’ll hear all about the only study that measures real-world consumer experiences by channel, deep-diving into satisfaction, loyalty and advocacy, including Net Promoter Score®. Hear about actual contact center transformations and best practices, too.

White Papers

NICE inContact CX Transformation Benchmark - Study 2018 (PDF)

The results are in! Our 2018 CX Transformation Benchmark surveyed 2,400 consumers across the UK, US and Australia about their most recent customer service experiences, including 11 different channels, both agent-assisted and self-service — over 4,600 total interactions. What did we find out? Consumers expect more and they’re ready to buy more from companies that deliver a great experience every time.

Webinars

Perils of the Stagnant Contact Center (Webinar)

Would you describe your small to mid-sized contact center as impromptu or even accidental? You’re not alone. Companies of all sizes often assemble call centers in response to emergency situations, recalls, security breaches, bad press—any number of reasons can result in these “war room-like” operations. But what happens when your improvised contact center needs to take the next step? Without the modern day applications and process efficiencies well-planned contact centers enjoy, agent performance and customer service quality can stagnate quickly. And that creates a negative impact on customer experience and satisfaction.