Transforming customer experiences

The NICE inContact Blog

Category: Contact Center Trends & Insights

1035 blogs
Call Center vs. Contact Center - 17 Differences You Should Know About

Call Center vs. Contact Center - 17 Differences You Should Know About

What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label. There are important differences between call centers and contact centers.
Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics. Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends. The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital channels and omnichannel service.
20 Call Center Software Features that Can Help Organizations Address Their Most Pressing Challenges

20 Call Center Software Features that Can Help Organizations Address Their Most Pressing Challenges

If you're a call center looking for software, you have a lot of options to choose from. Similar to cars, call center software packages range from low-cost, low-feature options to platforms with a lot of bells and whistles and a high price tag to match. But, unlike fancy cars, which are often vanity purchases, software decisions are normally driven by requirements and budget.
Work from Anywhere Why the Future of Contact Centres is Cloud Based

Work from Anywhere: Why the Future of Contact Centres is Cloud-Based

As organisations transition to a post COVID-19 world, contact centre employees need to be able to work from anywhere for businesses to stay competitive. Explore why the future of contact centres is cloud-based, and how to enable your contact centre team to work from anywhere without compromising productivity or security, while delivering a consistent and outstanding customer experience.
3 of the biggest contact center challenges,  and how voice authentication solves them

3 of the biggest contact center challenges, and how voice authentication solves them

AI-based voice authentication is not just powerful identity and verification contact center software. It’s a giant leap forward in enhancing our privacy and data protection, with built-in safeguards for more secure business transactions in real-time. Voice authentication automatically verifies customers and fraud is reduced in a more streamlined and reliable way, eliminating typical time-consuming KBA interrogation for faster service and a better experience. Simply put, it’s a smarter, better way to ensure you let the good guys in and keep the bad guys out.
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