Transforming customer experiences

The NICE inContact Blog
Delivering the Service Customers Expect When the Unexpected Happens

Delivering the Service Customers Expect When the Unexpected Happens

Agile software can make organizations more resilient and allow them to continue serving customers in the wake of disasters. Organizations need contact center software that supports multiple proactive customer service methods and makes digital channel implementation fast and simple. Providing customers with channel options, rather than restricting them to phone-only service, provides them with convenience and can ease stress.
Refresh Your Quality Monitoring Program with these 15 Best Practices

Refresh Your Quality Monitoring Program with these 15 Best Practices

In today's experience economy, quality is more important than ever. Consumers are much less tolerant of low quality customer service experiences. On the flip side, they'll reward exceptional customer experiences (CX) with more purchases and referrals. Under these circumstances, contact centers can't afford to have agents who are indifferent about or resentful of quality improvement efforts.
New Buyers Resource Use Cases in Gartner 2020 Critical Capabilities Report

New Buyer’s Resource: Use Cases in Gartner 2020 Critical Capabilities Report

Gartner recently published the 2020 Critical Capabilities for Contact Centers as a Service research report and NICE inContact received among the four highest scores in all use cases. We see this as a very useful resource and a real-world perspective on how NICE inContact CXone performs in key use cases for today’s contact centers including Customer Engagement Center and Agile Contact Center. We believe that both use cases have even more relevance today and practical applications in 2020 and 2021.
Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction

Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)

Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day. There are a lot of other indicators that impact customer loyalty and overlooking them can lead to missing the mark on customer experience. So how do you improve customer loyalty and retention rates? And what contact center metrics should you be measuring to get there?