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White Papers

Contact Center Omnichannel: The Inner Circle Guide

Overview

ContactBabel’s Inner Circle Guide to Omnichannel explores the challenges and opportunities of offering more contact channels while maintaining the human connection. See compelling industry statistics and feedback from current cloud contact centers, along with a deep dive into the benefits of NICE inContact CXone cloud solutions

Customer Stories

CXone Cloud Contact Center Platform Helps Teleflora Bloom (PDF)

After decades of connecting consumers with florists for fresh flowers, Teleflora had a disconnect. While its globally recognized name stood for easy ordering and great service, its technology said something different. Customer service was lagging, and business was being lost! But once Teleflora switched to NICE inContact’s CXone integrated customer experience cloud platform and products, things turned around almost immediately. The company has realized substantial cost savings and is handling 64% more calls—more business for Teleflora and for florists. One consolidated platform and one agent interface has elevated interactions with customers, who are now choosing their channels from options that now include chat, email and self-service. It’s a new day—and everybody’s happy.

White Papers

Top Contact Center KPIs for Managing Customer Service, Sales & Collections (PDF)

Managing a contact center requires a combination of art and science, but it's the science that should be driving the art. Contact Centers of all sizes, whether staffed by 20 or 10,000 agents, need key performance indicators (KPIs) and metrics to effectively manage the operating environment. This white paper provides the top KPIs and metrics and explains how to use them to build and engage workforce that delivers an outstanding customer experience, cost effectively.  

Webinars

Contact Center CX Solutions for Government Agencies (Webinar)

Consumers expect it. The private sector delivers it. Excellent service has become the norm, and your customers will tell you that “good enough for government” just doesn’t cut it.