Transforming customer experiences

The NICE inContact Blog

Category: Call Center Best Practices

1142 blogs
Ready to Cut Contact Center Costs, But Not Sure Where to Start?

Ready to Cut Contact Center Costs, But Not Sure Where to Start?

Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs. And, customer service and contact center functions among others are definitely starting to look at cutting costs. Infact, a recent IDG CIO Covid-19 research said that the #1 priority for leaders in the COVID-19 crisis, is process efficiency to drive costs down.
Contact Center agent reviews her interaction analytics

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.
Business accepts curbside pickup during Covid-19.

The Big Advantage of Being Small

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to 1) lost sales, 2) disruption in supply chain and 3) disruption in workforce due to employee illness. Furthermore, nearly 70% of surveyed business say, that unaided, they do not have the financial resources to survive more than four months.
Female student participates in SheTech Summit where NICE inContact women serve as mentors.

SheTech Summit Takes Girls to New Heights

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.
Veterinarians check out collie. Lassie had the first pet insurance policy in 1982 and today cloud contact center software helps.

Customer Experience a Key Differentiator in Competitive Pet Health Insurance Industry

Did you know that Lassie received the very first pet insurance policy in the US in 1982? No? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US. Similarly, customer experience has always existed, even though we weren’t yet aware of its importance to companies and the products they sell.
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