Transforming customer experiences

The NICE inContact Blog

Read more blogs by Michelle Melland

23 blogs
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.
Time for a New Engine 4 Ways Modern ACDs Are Driving Todays Contact Centers

Time for a New Engine? 4 Ways Modern ACDs Are Driving Today's Contact Centers

An ACD is essential contact center technology. Without an ACD, the operation would be in disarray, which is why it is indispensable for every contact center. However, ACD capabilities vary widely across vendors, meaning just because a call center uses an ACD doesn't mean they are reaping all the benefits that the best ACDs can provide. Learn the capabilities of industry-leading ACDs and how those capabilities positively impact operations and customer experience (CX).
These 15 IVR System Design Tips Will Take Your Results from Customer Enragement to Customer Engagement

These 15 IVR System Design Tips Will Take Your Results from Customer Enragement to Customer Engagement

Interactive voice response (IVR) systems are the gatekeepers to the contact center. As such, they set the tone for the entire interaction. Does your gatekeeper welcome everyone in with little friction, or is your IVR system more like the troll under the bridge, barring the way until customers answer the riddles correctly? Contact centers can meet self-service goals with their IVRs while still delivering good CX.
Complete Beginners Guide to Outbound Call Centers

Complete Beginner’s Guide to Outbound Call Centers

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO). Outbound call centers require unique technology, KPIs, and compliance requirements.
delivering consistently exceptional customer experience CX can be a competitive advantage

Want to Maintain Your Competitive Advantage? Make Sure You’re Using the Best Contact Center Software

The Kansas City Chiefs, who won the Super Bowl in 2020, had to come back from double digit deficits in two other post-season games leading up to their Super Bowl victory. You might say coming from behind is a competitive advantage for them. In the business world, success often depends on having a competitive advantage over your rivals. Maybe your business is successful because you have the most innovative products and services, or perhaps your competitive advantage comes from low operational costs.