Transforming customer experiences

The NICE inContact Blog

Category: Customer Experience

519 blogs
the value of a lifetime customer 8 call center software capabilities that can help build loyalty

The Value of a Lifetime Customer – 8 Call Center Software Capabilities that Can Help Build Loyalty

As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Don't set out just to replace "like-for-like." Instead, imagine what features like new self-service capabilities, intelligent routing, and a unified agent interface could do for your customer lifetime value.
What is customer effort and how does contact center AI impact it

What is Customer Effort and How Does Contact Center AI Impact it?

In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part. In fact, the results of a study published in the Harvard Business Review* revealed that reducing customer effort is a better way to build loyalty than trying to delight customers.
Managing the Right Mix of Capabilities to Absorb Volume Swings

Managing the Right Mix of Capabilities to Absorb Volume Swings

This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses. At the same time, businesses benefit by being able to deliver loyalty-enhancing CX that also increases their ability to effortlessly handle volume swings.