Transforming customer experiences

The NICE inContact Blog

Category: AI

27 blogs
Proactive vs Reactive How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

Proactive vs. Reactive: How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

The disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world. The impact varies across all businesses depending on their unique dynamics; however, many contact centers were caught unprepared by the pandemic’s economic fallout and continuously struggled to adapt—with many still struggling to do so. The reality is, COVID-19 is hardly the only disruption firms have faced (or will face) during their existence.
10 Business Objectives that can be Addressed by the Right Workforce Management Software

10 Business Objectives that can be Addressed by the Right Workforce Management Software

If you work in a contact center, you know that business is different now compared to before the pandemic struck. The most obvious difference may be that most of your agents started working from home – and almost a year later, likely still are. But you probably also noticed a change in your call volumes and patterns. Many organizations experienced a spike in volume at the beginning of the lock downs as well as an increase in handle times. And the timing of when those calls came in changed for many as well.
How Contact Centers are Rising to the Demands of Consumers Based from Home

How Contact Centers are Rising to the Demands of Consumers Based from Home

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive. Stories of automating routine tasks and providing automated self-service options, while highlight how contact center focused on enhancing personal CX by allowing agents to do their best work will be a focal point for businesses.
Whats New in the 2020 Survey of Business Global CX Transformation

What’s New in the 2020 Survey of Business: Global CX Transformation

Major transformations in customer experience and the contact center are well underway and accelerating this year such that businesses risk increases for companies being left behind by more agile competitors. The results are in from the latest survey of global customer experience leaders in the 2020 NICE inContact CX Transformation Benchmark, Business Wave. This year’s survey turned up key trends in digital transformation in customer service channels, self-service channels, artificial intelligence and social media.
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.