Transforming customer experiences

The NICE inContact Blog

Category: Customer Experience

475 blogs
SOTG

Supervisor-On-The-Go: Behind the Music Part 2

Let’s continue where we left off: our dashing protagonist had narrowly averted disaster and escaped with the secret recipe to create Supervisor On-The-Go in hand. Now we needed to assemble the right ingredients and get cooking but a couple eggs are a long way from a soufflé. We needed to figure out how to take the customer...
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Chat Now With Your Holiday Turkey Questions

Multichannel contact center agents are working through the holidays at Arrowhead Promotion & Fulfillment. Turns out they’re the ones behind the new chat service for Jennie-O turkey products. And you can now chat with Jennie-O representatives right from your iPad. (The chat works online of course, but many cooks these days prefer the iPad when working in...
Teamwork to success

Tips and Tricks: Invest in Your Support Team

Silverpop has more than 400 employees globally, and they maintain a 95% client retention rate. What’s one of their secrets for success? Investing in their support team – contact center employees. Gregory Harmon, Manager of Client Support Tier I, explains that Silverpop has a number of strategies to maintain a high level of customer support, and the inContact...
IVR

Look at Your IVR from a Customer Perspective

Sometimes it is so easy to think about the path we want our customers to take, i.e. "Press 1 for Customer Service, Press 2 for Sales, Press 3 for Technical Support." On our side of the equation we are thinking about queues and skills, agents and call flow. We want to make sure the call is routed...
CustomerSatisfaction

Tips and Tricks: Measuring Customer Satisfaction

Are your customers satisfied with their contact center service experience? Alan Clayton, Director, SBO Customer Service and Collection at Wellstar can answer that question with a resounding “yes.” Wellstar, a not-for-profit health system, is recognized as a national leader in comprehensive care and serves more than one million residents of northwest Atlanta. Their 53-seat call center handles hospital...
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2-1-1 San Diego: Mojo Award Winner

At the heart of every contact center success story is a team of people who are raising the bar to make a difference. People who decide that they are willing to go above-and-beyond to make an impact on the goal they are trying to achieve – higher conversion, increased loyalty, or in the case of 2-1-1 San...
David May recieves his Mojo Award during the Arabian Nights dinner at ICUC 2013. L to R Sarah McElwee, KMB Group; David May, Schumacher Group; Greg Ayers, inContact

Six Ways to be an Influential inContact Customer

David May recieves his Mojo Award during the Arabian Nights dinner at ICUC 2013. L to R Sarah McElwee, KMB Group; David May, Schumacher Group; Greg Ayers, inContact. At the beginning of October, we presented seven contact centers with a coveted Mojo Award to celebrate their contact center success. Over the next few weeks, we’ll share some of...