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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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 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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Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

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If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as […]

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New Omnichannel Customer Experience Research – How Well Are You Doing?

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New inContact customer experience research, published today, reveals gap between business and consumer perceptions. In April, we released how consumers felt about their customer experience journey, now we are looking at the other side of the equation – how effective businesses think their customer service operations are. The new research, the second wave of the […]

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Reducing Customer Effort – Make it Easy to be Your Customer

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Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. NPS focuses on long-term happiness, whereas CSAT […]

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