Transforming customer experiences

The NICE inContact Blog

In 2021, Chatbots are a No Brainer for Contact Centers

Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers. Last year, we discussed the numerous impacts that the global pandemic had on both businesses and consumers. Businesses were fast tracking technology initiatives that had originally been on a 3-5 year roadmap and moving them to the top of the list to adapt to the tectonic shift that the pandemic caused around the world. On the consumer side, consumers were also busy adopting digital channels and alternatives to what they had grown accustomed to as they adjusted to quarantine, lock downs and social distancing. The study and report yields insights into this digital acceleration -- both from a business point of view and a consumer point of view.
How business process outsourcing can solve the challenges your business is wrestling with

How business process outsourcing can solve the challenges your business is wrestling with

NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users. Businesses looking to keep up with the competition, lower costs, run their operations more efficiently, and realize greater revenues should consider NICE inContact CXone for call center outsourcing. Visit NICE inContact today for more information.
Managing the Right Mix of Capabilities to Absorb Volume Swings

Managing the Right Mix of Capabilities to Absorb Volume Swings

This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses. At the same time, businesses benefit by being able to deliver loyalty-enhancing CX that also increases their ability to effortlessly handle volume swings.
Patients as Consumers and Customers How Can Health Care Meet Their Growing CX Demands

Patients as ‘Consumers’ and ‘Customers’: How Can Health Care Meet Their Growing CX Demands

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers. In fact, the patient-consumer is already here. How will health care meet their changing needs?
Digital contact centers the future is now

Digital contact centers: The future is now

When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short. When it comes to technology initiatives, it might go unnoticed and underfunded. This creates two issues: a contact center that stays in the past can cost your business a lot of money, and you might be missing out on turning the contact center from a cost center to a profit center. For larger companies, this could have consequences in the millions of dollars. As technology continues to improve and competitors put in new systems that make customer service a breeze, it can leave other companies behind in the dust. Also, in a time when superior customer service is an important if not the main competitive differentiator, the contact center is probably not the best place to lag behind the industry.
Fresh Ways to Energize Your Digital Customer Engagement

Fresh Ways to Energize Your Digital Customer Engagement

Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers. Customers today require a lot more attention than they might have a few decades ago. People today are used to having their needs met instantaneously; doing otherwise can lead to a loss of business.