We are entering an experience economy where companies are competing and differentiating through enhanced customer experiences. This provides an opportunity for your contact center to take on a larger role—a role to not just service the customers in your channel of choice but to deliver exceptional experience across the entire customer journey.
While it’s exciting to take on this initiative of delivering enhanced experience, it can be challenging to balance that effort with key metrics around reduced cost and improved efficiencies.
Empowering Contact Center Agents in Customer Experience (Webinar)
Are your agents empowered to deliver outstanding service, or are they forced to navigate disjointed tools, and bound by policies or KPIs that ultimately result in frustrated customers? Agent empowerment is a critical component of the effortless customer experience, yet according to ICMI research, 74% of contact centers admit they prevent their agents from providing the best service possible. How can we change this? Join us for an eye-opening discussion that will arm you with practical advice you can use to make positive changes in your contact center.
Contact Center Omnichannel Guide (PDF)
ContactBabel’s Inner Circle Guide to Omnichannel explores the challenges and opportunities of offering more contact channels while maintaining the human connection. See compelling industry statistics and feedback from current cloud contact centers, along with a deep dive into the benefits of NICE inContact CXone cloud solutions
CXone Cloud Contact Center Platform Helps Teleflora Bloom (PDF)
After decades of connecting consumers with florists for fresh flowers, Teleflora had a disconnect. While its globally recognized name stood for easy ordering and great service, its technology said something different. Customer service was lagging, and business was being lost! But once Teleflora switched to NICE inContact’s CXone integrated customer experience cloud platform and products, things turned around almost immediately. The company has realized substantial cost savings and is handling 64% more calls—more business for Teleflora and for florists. One consolidated platform and one agent interface has elevated interactions with customers, who are now choosing their channels from options that now include chat, email and self-service. It’s a new day—and everybody’s happy.