NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Multi-channel usually includes voice, email, chat, SMS and even fax interactions.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

NICE inContact

MAY 8, 2019

Have they embraced your new, leading-edge, AI-enabled chatbots? How about the latest digital channels? These are questions that keep contact center leaders up at night. The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

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. appeared first on NICE inContact Blog.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

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

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

OCTOBER 17, 2019

Much has been written about the growth of self-service technologies, like mobile apps and chatbots. But does that mean agent-assisted methods, such as phone and chat support, are quickly becoming obsolete? 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