Transforming customer experiences

The NICE inContact Blog

Category: CXOne

34 blogs
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.
NICE inContact CX Transformation Benchmark 2020 How the Coronavirus Shaped Customer Expectations

NICE inContact CX Transformation Benchmark 2020: How the Coronavirus Shaped Customer Expectations

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers. The study polled more than 2,500 individuals in the United States, United Kingdom, Australia, and Canada during September 2020 – specifically consumers who had communicated with a company through a customer service experience in the last three months. Here are the three major subjects we explored in the consumer research and what they mean for the future of customer expectations.
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).