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Contact Center CX: Next Issue Avoidance

CX Accelerator

For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! Is this a practice within your support environment?

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Hoveround Successfully Navigates Customer Service ? Increases Lead Conversion 116%

NICE inContact

But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up. Once Hoveround made the move to NICE inContact CXone cloud contact center platform, however, things really took off.

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Getting Ready for Interactions 2011

Customer Interactions

The bottom line is – 2011 is a good year! Business is good, and the contact center segment in particular is growing. I have now been to quite a few of these NICE customer events. And yes, I’ve been on both side of the table. However, this is no time to be nostalgic.

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Advanced Chat for CXone: Vera Bradley’s Journey to Excellence

NICE inContact

When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. But as chat volume continued to increase, the company took its eye off some important KPIs.

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Talkdesk Hits 500 Customer Reviews on Salesforce AppExchange

Talkdesk

Since 2011 Talkdesk’s mission has been to empower companies to continuously improve customer experience. With enterprise-class performance and consumer-like experience, Talkdesk allows companies to adapt their contact centers to the evolving needs of their customers.

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Prediction: 7 Customer Service Channels We Will Use in the Future

Playvox

The most important factor to consider when communicating with customers is to deliver personalized and contextual interactions. Generation Alpha is defined as those born since 2011. They have had an almost constantly customized experience and will expect this kind of personalization when interacting with customer service agents.

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How to win a hackathon: 7 lessons learned

Talkdesk

I went on to win the competition with an idea for a software platform that would allow businesses to set up call centers in the cloud in as little as 5 minutes, helping agents to answer and make customer service calls from their desktop. I was able to build a product – from scratch – I thought people would love. Raise your hands.”).

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