Today’s cutting edge contact centers can improve old processes and introduce innovative new technologies. Organizations should make these changes now to serve a new generation of highly demanding, highly connected consumers who expect advanced automated self-service and the freedom to use the contact channels of their choice. Some firms may hesitate to deploy new technologies that are forward looking. However, when done right, a modern contact center can help create a competitive differentiator that can help an organization stand above a crowded market by delivering deeper, richer customer experiences that deliver long-lasting value. This e-book will help identify what to look for when modernizing your legacy contact center.
Contact Center Software Buying Advice
Your aging call center may be giving you plenty of reasons to modernize. But beware of a “like for like” upgrade. The right contact center investment can do so much more than alleviate current shortcomings. A new contact center with limitations is no better than an old call center with the same limitations. In this paper, Ventana Research explains why effectiveness, rather than cost, should inform your evaluation and decision process.
The Value of a Lifetime Customer
It costs less to keep a customer than it does to replace one. Furthermore, loyal customers make repeat purchases. In this paper, Ventana Research explains Customer Lifetime Value (CLTV) and how the right call center investment can deliver higher customer lifetime value to help a business grow faster and more profitably.
Top 10 contact center digital and self-service innovations
Great customer experience and customer satisfaction begins by giving your customers the control they want and expect. In fact, our findings show that 84% of customers are more willing to do business with companies that offer self-service options, but only 61% of companies offer easy, convenient self-service (Source: NICE inContact 2020 Customer Experience (CX) Benchmark). These 10 contact center innovations will help you deliver today's digital customer service best practices. From contact center AI chatbots and virtual agents to omnichannel best practices and CRM and Salesforce integrations to customer surveys, watch this short video to understand what should be included on your innovation checklist that will undoubtedly improve CX. Give your customers what they want with NICE inContact CXone. Find out the details by watching the video today!