interactions live 2021

Articles

Three Rules for Adapting Agents to the Omnichannel Experience

VIEW Mar 16, 2021
ICMI - Nobody excels at everything. We all have our strengths and weaknesses, and the best of us know how to navigate those skills and work them to our advantage. It’s no different in the contact center, particularly as agents are tasked with learning a diverse set of customer service channels.

Solving Today's CX Challenges to Prepare for Tomorrow's

VIEW Feb 26, 2021
CustomerThink - More often than not, digital investments can have a wide range of unanticipated benefits. That’s because in many cases, business leaders are unaware of the hidden and undetected obstacles that await them, and how modernizing their contact center can proactively solve for problems about to be discovered.

3 Ways to Drive Contact Centre Success

VIEW Feb 10, 2021
Call Centre Helper - Unprecedented, unpredictable and unforgettable – 2020 was certainly a year like no other. The COVID-19 pandemic transformed the business landscape as consumers changed their buying habits and businesses pivoted to survive.

Turning Disruption into Opportunity

VIEW Feb 2, 2021
Contact Center Pipeline - For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global economy on track toward normalcy, the way contact centers operate—and the art of the possible—has been altered permanently

Contact Centers Prepare for Change and Growth in 2021

VIEW Jan 29, 2021
Contact Center World - I'm sure most of us want to bury the year 2020 and never think or talk about it again. The pandemic lockdowns altered the business landscape as consumers changed their buying habits, businesses pivoted to survive, and so many companies permanently shut their doors.

SMB Customer Service Graduates to Customer Experience

VIEW Jan 22, 2021
Business 2 Community - The evolution of customer service has been relatively incremental over the years. Without question, there have been some ground-breaking innovations that have exponentially changed the way companies interact with customers – digital channels and self-service tools immediately come to mind. But for most small businesses, the maturation process has been steady, always seeming on the cusp of real transformation.

Digitisation & Agility Take Centre Stage in 2021

VIEW Jan 8, 2021
My Customer - It’s clear that 2020 has been a year of continuous and unprecedented upheaval for contact centres of all sizes. Customer expectations and employee experiences – along with many operational models – have been irreversibly changed by the Covid-19 pandemic. So what will the new year look like?

Unexpected Lessons from the 2020 Contact Center

VIEW Dec 15, 2020
Customer Think - About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Before the COVID-19 pandemic sent agents home on a massive scale, before economic disruption reinforced the need for consistent, digitally enabled customer experiences (CX), I outlined several ongoing trends and how they would shape the future of contact centers in the first year of the new decade. Needless to say, those predictions were made under rosier conditions.

The Role IT Will Play in the 2021 Contact Center

VIEW Dec 14, 2020
No Jitter - If there was ever a year for chief information officers (CIOs) and chief technology officers (CTOs) to make their mark on an organization, it was 2020. In the far-off future, contact center leaders will look back on this period as the ultimate case study in digital employee workspace and digital customer interactions.

Stimulate Small Business Growth with Proactive Customer Service

VIEW Dec 9, 2020
Business 2 Community - There are many ingredients a small business can use to create consistent, sustainable growth. One underappreciated element is customer service. The relationship between customer service and business growth may seem unclear at first, but the most successful small business leaders know that effective service directly influences revenue and profits.

The Role Of Cloud Contact Centres In Covid-19 Recovery

VIEW Dec 8, 2020
Contact-Centres.com - While many small and medium-sized businesses (SMBs) are used to fighting for survival, recent events have increased the threats they are facing and put any deficiencies firmly in the spotlight. In some cases, SMBs have been disproportionally impacted by the ongoing Covid-19 pandemic, prompting many to re-invent how they do business in order to keep pace with competitors.

COVID 19 Cemented Not Started Our Digital CX Transformation

VIEW Dec 7, 2020
Customer Think - The coronavirus pandemic has changed the way consumers interact with the world. From how they shop to how they consume entertainment, people are spending more time online than ever before. While the use of digital channels has certainly been accelerated due to the public health crisis, the trend did not begin overnight. Consumer surveys, pre-COVID-19, had already detected a dramatic shift to digital service.

Why Contact Centres Must Embrace the Digital Revolution

VIEW Nov 26, 2020
Comms Business - A lot has changed for contact centres in 2020. The significant disruption and social distancing measures brought about by Covid-19 have accelerated several key trends, forcing contact centres to adapt their strategies in order to stay competitive and ensure business continuity.

4 CX Takeaways From 2020

VIEW Nov 24, 2020
The Modern Customer - It’s not the COVID-19 pandemic, though that has certainly played a large role. According to NICE inContact CEO Paul Jarman, the biggest change has been the democratization of opinion. Customers have more of a voice than ever before, which has forced companies to focus on experience. Brands learned that they have to provide an experience that individuals are excited about and will share with family and friends in order to gain customers. As Jarman says, the push towards customer experience has given more power to consumers in voice and choice.

Three Trends in Customer Care Borne of this Year's Disruption

VIEW Nov 16, 2020
ICMI - In this year’s NICE inContact Customer Experience (CX) Transformation Benchmark study, we didn’t just see higher investment levels in four key areas of CX – websites, new channels, new and improved contact center technology and seamless communication – but an overall shift to a deeply integrated and digital-first experience. Contact centers aren’t just performing triage amid a crisis – they’re doubling down on growth and innovation.

Has Big Tech Lost Its Way

VIEW Oct 28, 2020
The Small Business Radio Show - While there are a lot of amazing things that Big Tech has brought to the world, there are also a lot of things that are questionable, especially in terms of how they’ve improve humanity. We discuss the good, the bad, and the ugly of big tech, and if there is a solution to be found.

Building a Sustainable Strategy for Remote Agents

VIEW Oct 27, 2020
Contact Center Pipeline - The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health and safety amid tremendous economic uncertainty. As more businesses embraced social distancing, it led to a digital migration on a massive scale, with remote work becoming the standard until the infection “curve” could be flattened.

COVID-19 Cemented, Not Started, Our Digital CX Transformation

VIEW Oct 12, 2020
Contact Center World - The coronavirus pandemic has changed the way consumers interact with the world. From how they shop to how they consume entertainment, people are spending more time online than ever before. While the use of digital channels has certainly been accelerated due to the public health crisis, the trend did not begin overnight. Consumer surveys, pre-COVID-19, had already detected a dramatic shift to digital service.

Thinking Differently about Digital in Your Contact Center

VIEW Oct 3, 2020
Customer Think - Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or down specific channels to accommodate evolving customer behavior. For example, at the beginning of this year, our own research had overwhelmingly shown the importance of digital channels, particularly among younger demographics. Fast forward to April, with the coronavirus pandemic in full swing and millions locked down in quarantine, suddenly phone had a massive resurgence: Verizon reported handling over 800 million daily calls week over week, compared to its 2019 single daily high of 400 million.

Omnichannel at the Heart of Customer Service

VIEW Sep 30, 2020
Call Centre Helper - The main goal of any contact centre is to provide customers with high-quality, positive experiences that meet their specific needs and preferences as seamlessly as possible. Building relationships in this way is vital to driving long-term customer loyalty.

Building a Sustainable Strategy for Remote Agents

VIEW Sep 11, 2020
Customer Think - The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health and safety amid tremendous economic uncertainty. As more businesses embraced social distancing, it led to a digital migration on a massive scale, with remote work becoming the standard until the infection “curve” could be flattened.

Want to Own CX Start With Customer Intelligence Data

VIEW Sep 9, 2020
Toolbox - Customer experience (CX) is changing. Once purely a transactional function, CX now focuses on driving overall business goals. Additionally, pandemic-driven consumer demands have changed the way contact centers operate. For example, customer service and brand loyalty are now given equal measure to fostering new relationships and maintain customer support during crisis.

Safety First: Driving Security and Compliance in SMB Contact Centre

VIEW Sep 3, 2020
UC Today - In today’s contact centres, threats can come from many different angles. Contact centres are expected to provide a digital-first service for customers through a combination of mobile, social and traditional channels that includes email, text, chatbots and messaging apps. Connecting with customers where they want to connect is now a necessity, along with enabling anytime, anywhere conveniences. This makes it easier for customers to get the personalised help they need, thereby providing an improved experience in order to drive customer satisfaction.

Thinking Differently about Digital in Your Contact Center

VIEW Sep 1, 2020
Contact Center Pipeline - Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or down specific channels to accommodate evolving customer behavior. For example, at the beginning of this year, our own research had overwhelmingly shown the importance of digital channels, particularly among younger demographics. Fast forward to April, with the coronavirus pandemic in full swing and millions locked down in quarantine, suddenly phone had a massive resurgence: Verizon reported handling over 800 million daily calls week over week, compared to its 2019 single daily high of 400 million.

Reopening Plans Must Look Forward, Not To The Past

VIEW Aug 27, 2020
Customer Think - Throughout the outbreak of the COVID-19 pandemic, technology has played a considerable role in minimizing disruption and maintaining continuity of customer service. Amid widespread self-isolation and quarantine, contact center leaders ensured that agents and other staff still had access to vital customer information and were able to transition to full-time remote work. Customer service teams relying on modern cloud platforms had the agility to move around teams and work within hours, while those using legacy tech often required more creativity, compromise, and patience to get the job done. Working conditions look vastly different than they did just a few months ago, and many contact centers have settled into this new normal without sacrificing the needs of the customers they support.

Contact Centers May Never Be the Same Again

VIEW Aug 19, 2020
Customer Think - When the economy returns to relative normalcy, there are some professions that may not resemble pre-pandemic conditions. Customer service, for example, has experienced considerable change, as contact centers went virtual to protect their employees and maintain business continuity. This abrupt pivot has proven to be successful for many contact centers, so much so that the transformation is likely permanent.

How To Bolster Customer Experiences With Business Agility

VIEW Aug 11, 2020
Forbes Agility and continuous improvement have long been defining attributes of successful businesses. Typically powered by the immediate access of data, organizations can quickly identify, understand and act upon opportunities and challenges in near-real time. In today's world of constantly shifting customer expectations, that agility is vital for achieving consistent, sustainable growth.

Reopening Plans Must Look Forward, Not to The Past

VIEW Jul 27, 2020
ICMI - Throughout the outbreak of the COVID-19 pandemic, technology has played a considerable role in minimizing disruption and maintaining continuity of customer service. Amid widespread self-isolation and quarantine, contact center leaders ensured that agents and other staff still had access to vital customer information and were able to transition to full-time remote work. Customer service teams relying on modern cloud platforms had the agility to move around teams and work within hours, while those using legacy tech often required more creativity, compromise, and patience to get the job done. Working conditions look vastly different than they did just a few months ago, and many contact centers have settled into this new normal without sacrificing the needs of the customers they support.

Media Contacts

Cheryl Andrus
NICE inContact
(801) 320-3646

cheryl.andrus@incontact.com

What Our Customers Say

“Our business has grown dramatically since we switched to NICE inContact.”

Jill Blankenship, President,
Frontline Call Center

"Moving to the cloud gave me some real advantages over competitors with speed and flexibility."

Sarah McElwee,
KBM Group

Locations

  • Salt Lake City
  • Columbus
  • London
  • Philippines

Resources

Company Overview

Learn how to operate more efficiently, delight customers, and discover new pathways to profit