White Papers

NICE inContact Customer Experience Transformation Benchmark Study 2017

Overview

In this industry-first research, consumers shared their actual experiences with their most recent interactions with companies in 15 different industries. Consumers reported overall on 4,700 interactions across inbound/outbound calls, email, chat, social, online self-service and more. Find out what they had to say about where companies are falling short, how technology is affecting service, and their preferences and expectations.

Key Findings in the Report Include: 

  • 8 in 10 consumers are willing to switch companies due to poor customer service
  • Less than half of consumers are satisfied with their experience, regardless of channel
  • 67% of customers still prefer agent assisted customer service with phone, email, and online chat leading the way; only 33% prefer self-service
  • 72% expect companies to know their purchase history regardless of method of communication (e.g. phone, chat, email)

customer service research report infographic

Customer Stories

2015 inContact Contact Center Consumer Research (PDF)

The study, conducted online by Harris Poll, on behalf of inContact, provides key insights into Americans placing orders over $25 via phone or online in the past 6 months, including types of products/services ordered, total value of all orders, and interactions with a company representative at various stages of the purchase journey.

Customer Stories

CXone Helps Check Into Cash Grow (PDF)

Check Into Cash is a national leader in direct lending, providing affordable, short-term credit solutions for consumers. They had big plans for growing their business, but their on-premise, legacy dialer was inflexible, tough to customize and expensive to upgrade. By switching to the NICE inContact CXone, they quickly grew from just 40 agents to 135 agents making 20,000-30,000 outbound dials daily. At the same time, their service levels soared as right-party connects increased 10% and abandon rates fell to just 0.5%.