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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The Omnichannel Agent Experience

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In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs), email, chat, co-browse, SMS, social media and video. Contact center agents, and other company employees, must be able to deliver a consistent, […]

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You Don’t Know What You’re Missing Without CCaaS

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You’ve probably heard the expression “You don’t know what you had until it’s gone.” While this may be true, I also believe “You don’t know what you’re missing until you have it!” Think back to the 90s. You were perfectly content with your VCR – it played your movies at home, and what more could […]

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Are You Ready for Digital Transformation?

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Digital transformation is a “hot” topic today for enterprises that are striving to deliver an outstanding customer experience cost effectively. A growing number of enterprises have acknowledged the need to change the way they do business if they want to continue to be relevant to their customers. Many of these companies are not exactly sure […]

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5 Workforce Management (WFM) Processes You Shouldn’t Live Without

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Businesses are working smarter, faster, and constantly looking for ways to increase efficiency by reducing waste and increase productivity. Contact center operations have always been in a pressured position to better manage cost while continuing to drive a great customer experience. Workforce Management (WFM) is one of the key components in meeting these objectives. But […]

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Transform Data into Decisions – Mobile Mini Improves Efficiency 85%

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Cloud technology is not only here to stay but it’s poised to be the leading deployment model within just a few years. The continued attention and benefits that cloud technology provides is evolving a pace that legacy (on-premises) technology simply can’t keep up with. Besides the straight forward cost and efficiency benefits that this kind […]

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inContact Leads the Way with Cloud Contact Center Offering for Government Agencies

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Federal agencies will soon find inContact on the list of authorized providers for cloud contact center as a service (CCaaS) in the FedRAMP marketplace. Our documentation and infrastructure is currently being reviewed by a third-party assessment organization (3PAO). The audit covers both our technology (consisting of software and infrastructure) and our processes and procedures (written […]

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