Transforming customer experiences

The NICE inContact Blog

Category: Call Center Best Practices

1187 blogs
Meet Interaction Analytics Lets Play Two Truths and a Lie

Meet Interaction Analytics: Let’s Play Two Truths and a Lie

If Interaction Analytics is a new concept to your contact center and you are just getting to know its capabilities and value, you will be charmed by your first impression. If you are already familiar with the benefits Interaction Analytics provides, here is a chance to test your knowledge.
Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles. Not only will this align better to customer behavior, but it's also a lower cost alternative to phone support, an important consideration in these days of shrinking revenue.
Call center agent is more productive and aligns with business goals due to cloud performance management software.

Five common contact center pain points, and how performance management software can help

If you are manually pulling reports from disparate systems, processes become very inefficient and ultimately lead to a delay in visibility while the analysis and aggregation occurs. That’s why it’s so important for contact centers to have a performance management process to automatically aggregate raw data from the plethora of different data sources the contact center pulls from.
Managing quality with a work from anywhere workforce

Managing Quality with a Work from Anywhere Workforce

When COVID-19 first necessitated a work from anywhere approach, most contact centres were concerned with the basics: connecting remote contact centre agents to essential systems; redirecting customers to digital channels to lighten the load on contact centre agents; and trying to deliver a consistent experience under the circumstances.
Call center agent uses open platform in their contact center.

Five Reasons To Be Open-minded About Using an Open Platform in Your Contact Center

In this digital era, people are used to instant access to anything, at any time, on any device. It’s no wonder that when consumers contact your business—whether it’s to make a purchase or report an issue—they expect that same instant experience. And bearing the brunt of these ever-increasing customer demands are contact centers. You need a platform that not only handles voice and digital channels, but also gives your agents and supervisors the tools they need to be efficient and effective.
Moving to the Cloud is Imperative for the Contact Center – The Latest Forrester Expert Analysis

Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

NICE inContact has been recognized as a leader in a new report from Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE inContact CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment. NICE inContact ranks top in both the current offering and strategy categories and earned the highest possible scores in 29 of the 33 criteria.