front line

Call Centers are the Front Line of Customer Service

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Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can […]

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consumer demands

[NEW RESEARCH] Can your Contact Center Keep Up with Changing Consumer Demands?

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Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth. Can your contact center keep up with changing consumer demands? With fierce competition […]

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virtual agents

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

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With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. Since a dial-tone IVR is […]

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CX

Implement Continuous CX Improvements in Your Contact Center

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Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. As a follow up, Mr. Brown has provided input […]

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cloud contact centers

Forrester Research Names CXone a Leader in Cloud Contact Centers

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The results are in! NICE inContact CXone has been recognized as a leader by Forrester Research in The Forrester Wave™: Cloud Contact Centers, Q3 2018. CXone is top ranked in the current offering category and received the highest score possible in the market presence category. Organizations seeking to improve customer experience (CX) and reduce operating costs […]

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omnichannel

All Things Omnichannel – Join the Inner Circle

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It seems like the “adoption of omnichannel” has appeared on all of the annual industry prediction lists for at least the last four years. And I predict it will appear on those lists for at least four more. This is because omnichannel isn’t a quick win, passing fad. It’s typically a multi-year business strategy that […]

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csat

NextGear Capital Drives Growth and Improves CSAT 10%

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For more than a decade, floor-plan financing provider NextGear Capital has been helping independent automotive dealers—now over 23,000 of them in the U.S., Canada, UK and Ireland—with customized inventory finance solutions. NextGear’s lines of credit, in fact, give dealers the buying power they need to be successful. But NextGear also provides dealers much more, including […]

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