contact center customer experience

Make Customer Experience a Differentiator for Your Contact Center

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Certain industries are notorious for their poor customer service, and on the flip side, there are a few companies that are memorable for providing an outstanding customer experience. Why? Because it’s a differentiator that attracts new customers, and retains existing ones. While delivering a great customer experience is a powerful competitive advantage, maintaining that edge […]

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NICE inContact CXone is Here – Empower Your Organization

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We recently announced our unified cloud platform, NICE inContact CXOne™, delivering Omnichannel Routing, Workforce Optimization, Analytics, and Artificial Intelligence on an Open Cloud Foundation. This revolutionary, one-of-a-kind customer experience platform has more than 200,000 active contact center users. Read more about NICE inContact CXone and it’s capabilities.

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Millennials Want What All Consumers Want – A Good Customer Experience

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The fastest-growing consumer demographic, millennials, will probably continue to shake things up for the contact center industry. This tech-forward generation seems to know how to keep companies on their toes. However, what may come as a surprise is that while they may prefer more convenient and technical channels for customer service, like mobile and chat, […]

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Contact Center Innovation is in the Cloud

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The cloud has transformed the contact center infrastructure market. It has energized a tired and dated on-premise market by introducing new competitors who are hungry for business and making major investments in their solutions. Despite the marketing, which makes many of the cloud-based contact center solutions sound as if they are functionally the same, there […]

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Are You Prepared to Offer Customer Service via Text/SMS?

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I am, by definition, part of the Millennial Generation, although I’m nearly as old as someone can be while still being lumped in with these young whippersnappers. Nonetheless I do relate to a lot of the stereotypes associated with my generation, although I don’t remember getting a trophy when we lost, I think that must […]

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Implementing Contact Center Solutions? Protect Your Headcount.

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If you’ve been a manager, either contact center or otherwise, you know that getting – and sometimes even maintaining — headcount is a challenge, even when implementing new contact center solutions. In some organizations the budget process can feel like an full-time equivalent battle to the death, with multiple functions dueling and negotiating to justify […]

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Why Contact Centers Prefer to Buy Software Suites

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A technically sophisticated contact center can have more than 45 different systems and applications to optimize its performance. These systems typically break down into three product categories: Contact center infrastructure – automatic call distributor (ACD), dialer, universal queue (UQ), computer telephony integration (CTI), interactive voice response (IVR)/voice prompter Customer relationship management (CRM)/servicing applications – sales, […]

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