Articles

Transform Your CX from Good to Great by Treating Your Agents Right

VIEW Mar 3, 2020
Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting impressions and supports more engaging customer experiences (CX). But, while CX continues to play an outsized role as a competitive differentiator, best-in-class contact centers are increasingly replicating the same type of customer-centricity to the agent experience. Contact centers make significant investments in process and technology to power seamless, effective engagements with customers. However, without also focusing on reduction of agent friction their ability to bring those exceptional customer experience to life can fall flat.

4 Customer Service AI Applications That Work Today

VIEW Mar 1, 2020
The concept of artificial intelligence improving emotional intelligence might sound like a paradox. A coded algorithm is not the most natural supplement to human empathy, after all. However, customer experience (CX) leaders understand that AI-powered technologies can transform the way businesses understand core audiences.

Want to Accelerate Your CX? Look at the Agent Experience

VIEW Feb 13, 2020
In the Experience Economy, brands survive and thrive on their relationship with customers. Long-term growth hinges on exceeding rapidly growing expectations, and meeting core audiences across a growing list of digital channels. That said, best-in-class experience strategies do not rest entirely on strategies for customers themselves – they are but one-half of the equation. Equally as important are contact center agents, who sit on the front line as powerful brand ambassadors. If agents don’t have the tools and training to be the best resources to customers, how can customer experience (CX) be effective?

Embracing private mobile messaging in customer service

VIEW Feb 5, 2020
The importance of meeting and exceeding customer expectations is crucial to being successful in business. With customer demographics constantly evolving, it’s vital for businesses to keep up with changing demands and attitudes to understand what really matters in the customer experience journey.

Three Major Predictions for the 2020 Contact Center

VIEW Jan 22, 2020

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse. And at the same time, businesses are striving to meet and exceed a moving goal post of customer preferences, influenced by a wide array of competitors.

But it isn’t just shifting customer expectations that’s concerning contact center leaders—it’s also economic uncertainty just as businesses are entering 2020 planning. It begs the question, how can contact centers ensure sustainable growth through CX when there are so many unpredictable variables in store during the coming year?

It's Time For Businesses To Communicate Like People

VIEW Jan 21, 2020
Between texts, messaging apps and other forms of social media, the web of communication people use to connect with their friends and family around the world is growing ever wider. There’s an effortless navigation of channels, especially among digital natives like millennials and members of Generation Z, that’s reshaping the very way interpersonal connections are built and maintained.
 
As technology continues to infuse itself throughout our personal lives, it’s having an irreversible effect on the way we view consumer-to-brand communication. But why do we as business owners and entrepreneurs often lag behind consumer trends? Why don’t we talk like consumers to consumers?

Where Voice Experiences Fit in Customer Service

VIEW Jan 14, 2020

As companies look to provide customers with better customer experience (CX), an increasing number are turning to voice solutions to provide quicker and better service in their contact centers.

The popularity of voice response has grown thanks in large part to the commercialization of Apple’s Siri, Amazon’s Alexa and similar technologies as well as customers' desire to contact companies while driving or at other times when using touchtone interfaces aren’t possible, said speech technology consultant and DMG Consulting CEO, Donna Fluss.

Three Reasons to Transition to a Cloud-based Contact Centre

VIEW Jan 14, 2020
UCTODAY - In 2019, cloud technology is an enterprise mainstay, deployed in hundreds of different contexts. Recent research shows that 96 percent of organisations are using cloud computing in some form or fashion.

For contact centres, cloud is being deployed to not only address the increasing customer expectations, but also to achieve greater business agility, in turn empowering the entire landscape from IT to the agents. Moving from on-premises to cloud contact centre technology provides greater flexibility, scalability and efficiency.

Channels Collide as Physical and Digital Converge

VIEW Jan 9, 2020

Cusotmers today communicate with companies, and vice versa, over more channels than ever, with a variety of options—social media, text, email, mobile, the Web, telephone, and even in-store—all being part of the mix. It’s not uncommon for a single interaction to take place over more than one channel.

In fact, omnichannel itself is the critical channel of choice, but preferences go much deeper than that: Consumers want to be able communicate with companies via a blend of both digital and physical channels, recent research from the CMO Council found.

Promoting a digital-first mentality throughout the contact center

VIEW Dec 3, 2019
For the past decade, contact centers have been focused on cutting costs to keep bottom lines healthy – a support function, not a growth driver. But increasingly, due to the rise of digital-natives like Millennials and Generation Z, consumers are demanding that brands overhaul their approach to customer service and communication. Customers want to engage with organizations through the digital channels they love like WhatsApp or Facebook Messenger, or save time by using chatbots. As the frontline of any customer experience strategy, contact centers are now charged with leading the shift toward digital.

Three trends to watch in CX for 2020

VIEW Dec 2, 2019
BizReport - The customer experience continues to be an integral part of brands' strategy, but providing a solid customer experience remains a struggle for some. Here are three ways brands may improve their CX strategy in 2020.

Three Major Predictions for the 2020 Contact Center

VIEW Dec 1, 2019
Contact Center Pipeline - As customer experience continues to stand out as the leading brand differentiator, the contact center remains a vital resource in brand success. During times of uncertainty contact centers can reduce costs without sacrificing customer satisfaction, and during times of growth it can push the organization even further ahead. Ahead of the New Year, here are the top three 2020 predictions to keep in mind for planning.

With Gamification, Contact Centers Can Be Fun

VIEW Nov 25, 2019
Destination CRM - It’s no secret that contact center agents can have thankless jobs. They spend their days dealing with other people’s problems, and satisfying customer demands is constantly becoming more difficult. The workflow often varies dramatically. The hours can be challenging. The pay is usually modest. The rapid pace of technological evolution means they need to continuously update their skills. And a pat on the back or words of encouragement might not come often enough.

How agents can stay relevant during digitalisation

VIEW Nov 20, 2019
MyCustomer - Like most industries, contact centres and the agents they employ are having to adapt to the rise of digital. More and more customers today are choosing to interact with contact centres through digital channels – such as social media, chatbots and messaging – and businesses have responded to this trend. More than two-thirds (67%) now offer online chat with a live representative and 59% offer communication through social media, both of which have increased in prominence over the last 12 months. With technology playing a greater role on both sides of the contact centre, what does the ongoing move towards digital customer interactions mean for agents?

NICE inContact Ups the Bar with WFO

VIEW Oct 29, 2019
No Jitter - NICE inContact, the reigning leader in the contact center-as-a-service (CCaaS) market, according Gartner’s recently released CCaaS Magic Quadrant for North America, used the backdrop of this week’s ICMI fall conference for contact center professionals to highlight two elements of the Fall 2019 software update for its CXone platform.

3 Tips to Better Handle the Holiday Rush

VIEW Oct 17, 2019
ICMI - Given customer experience’s (CX) role as a competitive differentiator, contact centers need a strategy in place now that prepares agents with the skills they need to power exceptional experiences, both over the phone and increasing through digital messaging. With the holiday season around the corner, here are three top tips for getting your agents – both seasonal and permanent – ready for the winter rush.

Working Up the CX Maturity Curve

VIEW Oct 3, 2019
SMART Customer Service - Companies today are operating in an experience economy, where customer experience (CX) serves as the number one competitive differentiator. Traditional indicators of industry leaders, such as product, innovation, and price, fail to create the lasting emotional connections that yield customers for life, so getting CX right is a high priority. It's a challenge many businesses are willing to tackle head on. Forrester Research's U.S. Customer Experience Index revealed that 14 percent of companies significantly improved their CX Index scores over the past year.

4 Key Findings From a New Customer Experience Study

VIEW Sep 24, 2019
Call Centre Helper - The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark gauges the attitudes of businesses and consumers in key areas of customer experience.

This latest report on the business wave of the study provides insights on contact centre technology investment plans amidst changing customer needs, and points to the need for businesses to move beyond multichannel offerings and create true seamless omnichannel customer experiences powered by a complete cloud customer experience platform.

How Embracing Digital Customer Service Can Create Brand Advocates

VIEW Sep 3, 2019
Contact Center Pipeline - Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are no longer only one-to-one phone calls but also include public and private messages on dozens of social and digital messaging apps. This opens exciting new possibilities for both your business—and your competitors. When experiences and feedback can be so easily shared via social media, positive interactions and exceptional service can build momentum and create a community of brand advocates that are unflinchingly loyal. In fact, this year’s NICE inContact CX Transformation Benchmark study found that 83% of customers who have exceptional experiences are more willing to recommend that company on social media. But in contrast, one wrong step can be disastrous for brand stability and growth. Eighty-one percent (81%) who have a bad customer service experience say they are very likely to switch to a competitor.

Why your contact centre needs to embrace the cloud computing revolution

VIEW Aug 29, 2019
Global Banking & Finance Review - There’s a lot to be said about how migrating to the cloud enables contact centres to enhance their operations in a multitude of ways. Whatever the size of the organisation or industry, cloud solutions can benefit the bottom line, drive enhanced customer experiences and ease the burden on IT. 

Artificial Intelligence at the Core of NICE inContacts Portfolio

VIEW Aug 19, 2019
UC Today - Presenter Patrick is joined by Chris Bauserman, who is Vice President for Segment and Product Marketing at NICE inContact. Chris was one of the keynote speakers during this year’s Interactions conference and one of his main focuses’ was relaying the importance of artificial intelligence, AI, technology to NICE inContact. NICE inContact is leveraging the power of AI and machine learning, ML, throughout its portfolio and Chris explains how this benefits NICE inContact’s customers.

5 Expectations of Modern Customers

VIEW Aug 4, 2019
Contact Center World - Businesses today are chasing a moving goal post – exceptional customer experiences. Modern customers apply a single standard to rank companies based on the experience they receive -- no matter the type of company or the interactions channels. In that sense, every company is now a competitor looking to differentiate with great customer experience. Contact centers, therefore, need to keep a close pulse on customer expectations in order to ensure they’re delivering best-in-class experiences.

Is It Time For A CX Reality Check

VIEW Jul 30, 2019
Forbes - In the customer experience economy, everyone is a competitor. Customers extrapolate from outstanding experiences they have with certain companies and apply that same high standard to all others — regardless of industry or value proposition. Today there’s little delineation between ordering a set of headphones online or purchasing new software for a global enterprise. The majority of organizations are forced to chase the very best of customer experience (CX) leaders in order to remain competitive. This has resulted in a CX revolution, where companies are investing in new technologies and reshuffling entire organizations to become experience-centric.

Avoid the Accidental Contact Center for Sustainable Growth

VIEW Jul 28, 2019
SMART Customer Service - Every new business is unique. Whether it is the product or service they offer or an innovative office culture, the founding ethos for every start up is that they're offering something that is in some way unavailable elsewhere. That said, at a macro level, most tend to follow a similar trajectory where they develop an offering, secure funding, expand the customer-base, and, ideally, reach sustainable growth. In many cases, that final stage—sustainable growth— is much harder to achieve than anticipated. This is especially true for new businesses that experience early, exponential growth.

How Objectivity About New Technology Is Key To Delivering A Leading Customer Experience

VIEW Jul 28, 2019
Forbes - At the beginning of May NICE inContact released its second annual, global research study that investigated the changing attitudes of contact center leaders and customers regarding customer experience. The report called the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, surveyed more than 900 contact center decision makers in the US, UK, and Australia.

The Cloud Question: Native or Hosted?

VIEW Jul 28, 2019
Information Week - Before making the cloud decision, IT leaders need the facts and the criteria to choose the option that's best for their business, operational and financial goals.

How to Create a Digital-First Omnichannel Agent Experience

VIEW Jul 23, 2019
CustomerThink - In our digital era, it seems each day brings a new way to connect and communicate. From the proliferation of text, chat, and messaging apps like Facebook and WhatsApp, today’s consumers expect to interact with companies via a variety of digital channels, in addition to voice. It isn’t enough, however, to simply offer these channels – they need to work together in a single, seamless ecosystem where movement between channels is effortless.

Making AI Work in the Contact Center

VIEW Jul 16, 2019
Contact Center Pipeline - In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral videos” captured the zeitgeist, and every brand decided they needed to have one—even if they didn’t fully understand what made a clip “go viral” or how to be strategic with its use. They simply needed to have one and the rest would figure itself out. The same trend is often true for innovative and game-changing technology solutions.

How to Create a Digital-first Onichannel Agent Experience

VIEW Jul 2, 2019
ICMI - In our digital era, it seems each day brings a new way to connect and communicate. From the proliferation of text, chat, and messaging apps like Facebook and WhatsApp, today’s consumers expect to interact with companies via a variety of digital channels, in addition to voice. It isn’t enough, however, to simply offer these channels – they need to work together in a single, seamless ecosystem where movement between channels is effortless.

Media Contacts

Cheryl Andrus
NICE inContact
(801) 320-3646

cheryl.andrus@incontact.com

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“Our business has grown dramatically since we switched to NICE inContact.”

Jill Blankenship, President,
Frontline Call Center

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KBM Group

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