Transforming customer experiences

The NICE inContact Blog

Category: Customer Experience

460 blogs
Generation Z male texts friends.

I am Generation Z and I Don’t Want to Talk to You

Generation Z can barely remember a world pre smartphone and are thus more likely to quickly adapt to digital changes, especially when faced with a major disruptor like COVID-19, compared to their older counterparts. The pandemic has forced everyone to go completely digital but for those in school the difference is even more stark.
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.
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.
5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment. While the majority of contact centers are well past the initial hurdle of providing agents access to work from, it was no easy feat as many didn’t have an agile infrastructure that supported a seamless transition.
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