inContact Illustrates Need for Omnichannel Excellence

VIEW May 21, 2017
Workforce Optimization - The delivery of exceptional customer service today is a far cry from a few short years ago. To the growing presence of chatbots and AI, to improved call routing, training and technology overall, this is not your dad’s contact center. Underlining the struggle it can be to provide consistently positive experiences and deliver resolution time and time again is the “inContact Customer Experience Transformation Benchmark Study.”

The most effective ways to resolve customer issues (infographic)

VIEW May 17, 2017
Customer Experience Insight – ​Customers will try to get help in just about any way you offer it to them. But one channel is still the most reliable (and probably needs the most attention). More than 80% of customers say when they speak to a person on the phone, their issues are resolved.

inContact Survey Reveals Customer Service Still a Challenge Across Channels

VIEW May 3, 2017
Workforce Optimization - ​A glaring data point from the new "inContact Customer Experience Transformation Benchmark Study," reveals 8 in 10 consumers are willing to switch companies due to poor customer service; that is a whopping 80 percent. It goes without saying, organizations are still finding it a challenge to meet the needs of their customers across channels as more communication technologies become available to consumers.

Study: Poor customer service pushes shoppers to switch brands

VIEW May 1, 2017
BizReport - ​"To stay competitive, businesses today need to win every interaction with their customers. Cloud contact center technology enables companies to meet and exceed consumers' high expectations by deploying technology that enables seamless customer service, regardless of the channel," said Paul Jarman, CEO at inContact.

TechStyle Gets NICE with Its Employees

VIEW Apr 30, 2017
DestinationCRM - TechStyle was keen to find a WFM system that could balance both employee schedule preferences and expanding business needs. ​Since deploying NICE's WFM solution with its NICE inContact CXone, TechStyle Fashion Group has seen some amazing results, including ​a $700,000 reduction in operating costs.

Cross-Channel Consumers Demand Fast Resolution

VIEW Apr 30, 2017
MediaPost - ​According to a new survey, inContact Customer Experience Transformation Benchmark Study, with research by MaritzCX, consumers are not getting the “fast resolution” they demand. Responses to the survey demonstrate the critical need for companies to improve their cross-channel customer experience, revealing that less than half of customers are satisfied with their experience, regardless of communication channel.

Driving Margins by Minimizing Contact Center Costs

VIEW Apr 26, 2017
Contact Center Pipeline - Understanding your contact center costs is vital to successful management and administration of your center. Before we begin the discussion about reducing your cost per call, we first need to make sure that you have contact center costs measurements in place. If you are not actively tracking your costs and trends, it is impossible to know whether any of your change efforts have been successful.

The Intersection of CRM CCaaS and Ecommerce

VIEW Apr 18, 2017
IT Briefcase - A customer is four times more likely to go to a competitor if they have a service-related problem versus a price- or product-related issue. Consumers today have very high expectations for brand communication in any and every channel they are on, and contact centers offer the perfect opportunity to strengthen communication standards.

How to Create Successful Customer Feedback Surveys

VIEW Apr 7, 2017
CustomerThink - ​Picture this scene: your manager stops by your desk and begins to speak. You wait for a chance to break in and contribute to the conversation. In fact, you welcome it since you have a couple of ideas you think could really improve your team’s productivity. But...

Agent Retention—Employee Satisfaction Breeds Customer Satisfaction

VIEW Apr 5, 2017
ICMI - Living in the customer experience space, we’ve all heard the customer churn statistics – depending on industry, it can cost roughly 25 times more to attract a new customer than it is to retain an existing customer.But what if I told you that the same – or even worse! – could be said for your employee churn?

iCXM Comes of Age - Using AI to Know, Engage, and Service Your Customers Better

VIEW Mar 15, 2017
CustomerThink - ​Rajeev Shrivastava, Chief Strategy Officer at inContact, doesn’t see bots replacing humans. Rather, AI should be used to make routine transactions faster and make it easy to transfer to agent-assisted support. AI should be used to give agents better support when they engage, thus enhancing both the customer and agent experience.

10 Tips to Improve Agent Scheduling

VIEW Mar 14, 2017
Contact Center Pipeline - Whether you are a brand-new workforce management (WFM) professional, or an experienced WFM guru, figuring out how to deal with fluctuations in headcount and appropriate staffing can be one of the most challenging parts of the job. Here are some tips that will help improve the process.

inContact Releases Spring 2017 Version of NICE inContact CXone

VIEW Mar 9, 2017 - inContact, a provider of cloud contact center software, has introduced the Spring 2017 release of its NICE inContact CXone, which features comprehensive omnichannel journey management, analytics-based routing, and cloud storage of customer interaction data.

The Avaya Bankruptcy’s Channel Implications

VIEW Feb 16, 2017
Channel Partners - A few weeks ago, the tech world was flipped on its head when Avaya filed for Chapter 11 bankruptcy... its tardiness to enter the cloud space has ultimately led to the dire straits it finds itself in today.

The 2017 State of the Speech Technology Industry: Speech Analytics

VIEW Feb 16, 2017
Speech Technology Magazine - ​The industry trend toward prioritizing the customer experience rather than controlling costs has had a positive impact on speech analytics, which are well suited to those initiatives, according to Chris Bauserman, vice president of segment and product marketing at inContact.

TechStyle Deploys Cloud WFM

VIEW Feb 7, 2017
Apparel - TechStyle Fashion Group has deployed a unified cloud workforce management (WFM) platformfor its global organization of 680 customer-facing agents. This project, which integrates capabilities from NICE and inContact, allows agents in Los Angeles, Barcelona, the Philippines, Mexico, Poland and Serbia to enjoy advanced agent empowerment capabilities, while providing the company enhanced insights into operational metrics for greater efficiency.

TechStyle Deploys NICE WFM Platform and inContact Solution

VIEW Feb 6, 2017 - ​TechStyle Fashion Group, a global lifestyle company, recently made a change to its own lifestyle by deploying a unified cloud workforce management (WFM) platform for its global organization. The platform integrates capabilities from NICE and inContact.

Jive inContact and Polycom Announce UCaaS Technology Predictions

VIEW Jan 31, 2017
Jive - ​The Unified Communications as a Service (UCaaS) market is experiencing robust adoption by SMB, enterprise and the public sector. Global industry leaders Jive Communications, inContact, and Polycom weighed in on market trends and shared their predictions for the future of UCaaS.

Fintech Firm Taps NICE for Workforce Optimization

VIEW Jan 23, 2017 - There's a lot of value in getting the most out of a workforce, but delivering that level of workforce optimization tends to require specific tools to take what's already there and make it even better. That's why a major financial technology (fintech) firm recently turned to NICE's inContact arm to bring in the NICE inContact CXone system in a bid to step up its own workforce optimization operations.

Top Contact Center Stories of 2016

VIEW Jan 2, 2017
No Jitter - November brought the close of NICE's deal to acquire cloud contact center provider inContact... NICE is lucky enough to benefit from the ongoing leadership and expertise of inContact CEO Paul Jarman.