NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

Press 1 For Nick

SEPTEMBER 13, 2020

And in the agent space, no one is more impacted by dated contact center software than the call center agents. In 2018, the average enterprise had 11 communication channels. And of those communication channels, only about 8% were connected. Yet, fewer than 10% of organizations have a digital strategy!

Omni-Channel 52

Omni-Channel Self Service Abandon Rate Average Handle Time 52

NICE inContact

NOVEMBER 9, 2018

Workforce management (WFM) software can help. WFM software is no longer for big contact centers. Look for a solution that is tightly integrated into your contact center software. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

VDS

MARCH 22, 2019

And in the agent space, no one is more impacted by dated contact center software than the call center agents. In 2018, the average enterprise had 11 communication channels. And of those communication channels, only about 8% were connected. Yet, fewer than 10% of organizations have a digital strategy!

Omni-Channel 40

Omni-Channel Self Service Abandon Rate Average Handle Time 40

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

NobelBiz

MAY 25, 2023

According to ResearchAndMarkets , 2018, the CDP market was valued at $2.4 3 Omnichannel Support Today’s customers expect a seamless experience across multiple communication channels. Since then, the CDP market has grown rapidly. billion and is expected to grow from USD 4.8 billion in 2022 to USD 19.7

Call Center 98

Call Center Software Data Contact Center 98