Transforming customer experiences

The NICE inContact Blog

Category: AI

40 blogs
Think Big Act Bigger A Practical Guide for Small Business Call Center AI and Analytics

Think Big, Act Bigger A Practical Guide for Small Business Call Center AI and Analytics

This is the third article in a four-part series designed to help small call centers choose the right software to enable them to thrive and compete. The first article focused on cloud call center software as a growth enabler, the second was all about building customer loyalty, and now we'll discuss how to use modern technology to compete more effectively and take performance to the next level.
What is customer effort and how does contact center AI impact it

What is Customer Effort and How Does Contact Center AI Impact it?

In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part. In fact, the results of a study published in the Harvard Business Review* revealed that reducing customer effort is a better way to build loyalty than trying to delight customers.
Making the Case for AI in the Contact Center Answers to Your Top 8 Questions

Making the Case for AI in the Contact Center - Answers to Your Top 8 Questions

Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn't be used just for the sake of it - organizations should use it for very specific purposes to drive business results. The secret to AI success isn't in the adoption of AI, it's in how you use it.