good customer experience

Give the Gift of a Good Customer Experience – Ask What They Want

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Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Maybe you had something in mind that you were hoping to get, and you thought to yourself, “I wish they’d just asked what I wanted, instead of guessing.” It would have been a better use of their money, and […]

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Create Success – The Alphabet Soup of Customer Experience Acronyms-Part 2

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In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. I bet you’re wondering, “Well, what do I do with this information?” Don’t worry, I’m going to help you. First, let’s take another look at the right combinations of measure for your business, reiterating my […]

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Interactions 2018

Registration Open for Interactions 2018!

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It seems like only yesterday when NICE and NICE inContact combined resources for two fantastic events—Interactions and inContact’s user conference, ICUC—in Las Vegas. Now fully integrated, we’re introducing our biggest and best user conference ever, Interactions 2018.  You can register now. NICE & NICE inContact presents Interactions 2018 Marriott’s Orlando World Center May 14-16, 2018 […]

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one brand

inContact is now NICE inContact – One Leadership Brand

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We’re relentlessly driving a new age of customer experience because we believe one-on-one customer interactions have a real and lasting impact on people’s lives. Everything we are doing as a company across our CXone product offering, our expert services, and our partner ecosystem that includes DEVone, is anchored in that belief. Today, we have a […]

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Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

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Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey […]

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Contact Resolution and Agent Empowerment will Increase Customer Loyalty

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There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes. Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Organizations put a lot of emphasis on avoiding […]

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average speed to answer

Average Speed to Answer is 70% Higher Now Than it Was in 2009

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It comes as no surprise that consumers are not satisfied with their phone customer service interactions – we’ve been talking about it, you’ve been reading it and possibly experiencing it in your own customer experiences. Now we have additional data proof why frustrations may be higher – one factor being that average speed to answer […]

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