2019 Call Center Multi-Channel Self Service 
NICE inContact
MAY 21, 2019
In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.
NICE inContact
OCTOBER 18, 2019
Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.
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NICE inContact
OCTOBER 18, 2019
Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019.
NICE inContact
OCTOBER 17, 2019
Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media. But what options should businesses offer?
ClientSuccess
JULY 23, 2019
Be it a round-the-clock self-service portal, help center or chatbot, automation is a cost-effective way to give customers exactly what they want. Multi-Faceted Customer Agents. It used to be that agents were hired based on their expertise in one particular customer service channel. Amplified Chat Support.
NICE inContact
MAY 23, 2019
This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base. Measuring satisfaction levels with specific channels is one input to this process.
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.
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