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.
The New Digital Landscape
Get your bearings in the NEW digital landscape – from web chat and email to social and mobile apps.
2019 NICE inContact Customer Experience (CX) Transformation Benchmark, Global Consumers
In this eBook, we detail our global findings on consumer attitudes toward, use of and preferences for an evolving lineup of contact center channels—and especially the growing and powerful influence the up-and-coming Millennials and Generation Z consumers on the path to digital-first CX. Major findings covered include: Customer experience (CX) attitudes Use of and attitudes toward emerging technology, such as AI, and evolving digital media, including public and private social media apps Actual channel usage, preferences and performance Agent-assisted vs. self-service CSAT And much more …