Transforming customer experiences

The NICE inContact Blog

Category: Customer Experience

513 blogs
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...

Don't Just Try Harder Achieve More

This spring we unveiled our benchmark assessment tool. Now the results are in, and you can see them in our newly developed interactive infographic. We compiled and analyzed the responses from 378 contact center professionals, and the results reveal insights into specific trends – including 45% of respondents telling us the biggest priority for contact centers today is...

5 Quick and Easy Ways to Engage Your Employees

“Just tell me what to do,” said the manager after looking at the employee engagement survey results for his department. We hear that a lot. Managers are busy and don’t have much time to read reports and create action plans. Some feel understandably lost when trying to engage their employees. Here are five quick wins—things you can...

A 5-Step Process to Calm Angry Customers

In my last post titled "3 Simple Ways to Delight Your Customers," I described a few techniques successful companies can use to delight customers and differentiate their services from the competition. But unfortunately, let's be honest, despite our best intentions to provide the best customer experience possible, we...mess...up. The product doesn't perform as intended, the customer couldn't get...