call center customer experience evolve 2017

How Contact Center Customer Experience Will Evolve in 2017

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Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience? […]

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2-24-17-clearlink-customer-story-blog

Customer Story: Clearlink Maximizes Service Levels with inContact

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Clearlink provides marketing technology and customer acquisition services to large national brands such as Dish, Verizon, AT&T, CenturyLink and Progressive. With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions. More Flexibility for More Profitability Clearlink regularly manipulates their phone system to address continually changing marketing […]

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workforce engagement management gartner magic quadrant award

Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management

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NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision. We feel this positioning is due to significant growth, large market share, and innovation leadership in product development by NICE and believe it highlights the enterprise as paving the way in the Workforce Engagement Management category. […]

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zebra technologies customer story

Zebra Technologies Expands Global Customer Service With inContact

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Zebra-brand printers are used by more than 90 percent of Fortune 500 companies, which means Zebra Customer Support has an important role in delivering amazing customer experiences. Zebra Technology manufactures and sells computer printing technologies for a variety of sectors, all over the world. They service over 52 different countries and 17 different languages. When they […]

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workforce engagement management

What is Workforce Engagement Management?

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The idea that happy employees makes happy customers is not a new concept, but it is starting to get enterprise-level attention and traction. Thinking about the kind of service you might receive when an employee is unhappy makes a very clear case as to why this idea is gaining momentum. My first job was working […]

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call center technology launch

Ensuring a Successful Go-Live Launch for Your Call Center Technology

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You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. While Go-Live is the culmination of months – and depending on scope, even years – of hard work, the day itself sometimes just passes us by […]

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icuc 2017

ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!

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We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Throughout Alec’s impressive career, he has worked on fascinating projects on stage, on screen and in film. He has numerous awards to his credit, and we can […]

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six-sigma-customer-experience-2

How to Leverage Six Sigma to Improve Customer Experience

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For many years I have been a practitioner of both customer experience (CX) and Six Sigma, so I can personally speak to the unmatched advantages of bringing these two disciplines together. Independently, both Six Sigma and CX are powerhouses at driving business results, and when combined correctly, they provide a strong one-two punch for your organization. […]

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call center technology change management

6 Keys to Successful Contact Center Technology Change Management

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Change is hard. As humans we are creatures of habit. Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!), so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. […]

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