interactions live 2021

White Papers

2020 Customer Experience (CX) Transformation Benchmark


2020 NICE inContact Customer Experience (CX) Transformation Benchmark, Business Wave surveyed over 1,000 global contact center decision-makers in UK, US, Australia and Canada. Findings show rapidly growing role of digital channels for customer interactions, increasing investments in digital channels, artificial intelligence, and contact center technology for seamless omnichannel experiences for customers.

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AI in the Contact Center - Readiness Assessment

How ready is your organization to adopt AI capabilities in the contact center? Take this short interactive readiness assessment & find out.

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The Innovator's Guide to Social Customer Care

Exciting times! Customer Service is changing, and Social Customer Care is an important part of the next generation of customer service that your customers are starting to look for. This eBook explores the future of customer service, explains how Social Media optimizes CX and offers practical tips how to provide 21st century customer service while keeping your agents happy. 

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Checklist: Managing Work-from-Home Agents

As your organization navigates potential emergency situations that force agents to work remotely, NICE inContact has your contact center technology needs covered. But having the software capabilities to route customer interactions to agents at home is only half of the preparation equation. Your contact center must also have a business continuity plan for other resources to make remote work a functional reality. NICE inContact has prepared the following Remote Agent Checklist to help you prepare your agents for a productive work from home experience.