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Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

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3 Practical Ways AI in the Contact Center Gets Real

Comm100

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience.

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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

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Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. CES takes a different angle: it does not directly measure satisfaction, but assumes that lowering customer effort when interacting with a company will in turn create customer loyalty. Are you measuring Customer Effort Score?

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Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. CES takes a different angle: it does not directly measure satisfaction, but assumes that lowering customer effort when interacting with a company will in turn create customer loyalty. Are you measuring Customer Effort Score?

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Guest Post: The Shocking Percentage of Customers Who’d Leave Your Business Due to Bad Service – and What You Can Do About It

ShepHyken

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business.

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Why isn’t customer experience working?

Interactions

Imagine if we time travelled back to 2010. A lot of traditional automation in the contact center is designed to make transactions more efficient. Even in a contact center that uses self-service technology, agents are vital to the success of the operation. Agent optimization.