NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Our second annual study delves into attitudes and perceptions about customer experience and service delivery — from the perspective of both customers and contact center leaders.

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. 2) Create forms to complete ongoing evaluation. 3) Determine frequency of evaluation.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. Studies show I am not alone in this preference.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. Studies show I am not alone in this preference.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. Or better yet, the same agent speaking to them on chat easily can transition with them to phone or to other digital channels. To find out, we surveyed over 900 contact center decision makers.

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

NICE inContact

OCTOBER 17, 2019

.” In fact, we discovered that almost half of businesses expect to need additional resources for their agent-assisted channels in the coming year, and it’s being driven by consumer demand. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

NICE inContact

MAY 8, 2019

This might sound simple, but many customer-centric organisations could benefit from adopting industry-leading technology that enables analysing key metrics, such as first response rate, resolution times, customer satisfaction by channel, and more. Why Is CX the Best Form of Promotion? Plus it accelerates growth through positive word-of-mouth.

Advertising 158

Advertising Customer Centricity Customer Retention Consumers 158

TechSee

FEBRUARY 12, 2018

Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. Braze (formerly Appboy) is a lifecycle engagement platform that delivers personalized messaging experiences that span across channels, platforms, and devices.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. Braze (formerly Appboy) is a lifecycle engagement platform that delivers personalized messaging experiences that span across channels, platforms, and devices.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

SurveySensum

JULY 14, 2020

Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. He also has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Brad Cleveland Blog

JUNE 30, 2015

billion units shipped in 2019. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 Connected-home device shipments comprise about 25% of …

Connections 20

Connections Report Marketing Multi-Channel 20

Brad Cleveland Blog

JUNE 30, 2015

billion units shipped in 2019. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 Connected-home device shipments comprise about 25% of …

Connections 20

Connections Report Marketing Multi-Channel 20

NICE inContact

MAY 21, 2019

The newly released 2019 NICE inContact CX Transformation Benchmark reveals a surprising gap between business and consumer perceptions — and contains some critical takeaways for contact centres of all sizes. AI & Self-Service Are Transforming CX.

Self Service 136

Self Service Strategy Virtual Agent Chatbots 136