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Understanding the customer journey from start to finish

NICE inContact

The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Customer Experience

5 ways to improve customer satisfaction scores using customer empathy

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Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now.

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Behind the scenes: Onboarding and training our customers from kickoff to implementation

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The success and satisfaction of our customers is our primary focus. The main feedback that the education and onboarding team receive post-training is regarding the positive relationship our customers build with the trainers and onboarding managers they work with.

CX excellence award winners stand out in CXone community of winning customers

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Learn more about how CXone’s smart technology, strong partners and deep expertise can be the winning combination for transforming your organization’s contact center and CX. CXone NICE CXone Events General

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

7 common customer service failures you can avoid with the right cloud ACD

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In these days of striving for excellent CX, it's important to use every tool available. The best cloud ACDs can help contact centers improve experiences and avoid service failures through sophisticated routing, smart self-service, and providing agents and supervisors with enhanced capabilities.

New CXone Branding for a New Era of Smart Customer Service

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With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software.

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An inside look at contact center BPOs

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Like everyone else, contact center BPOs (business process outsourcers) are emerging from more than a year of drastic and unforeseen upheaval. How have BPOs weathered this challenging period? How are they navigating this still-changing landscape and a “new normal?”

4 Benefits of integrating CRM for small companies with contact center software

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Small business leaders wear a lot of different hats and juggle multiple responsibilities. CRM Contact Center Management Contact Center Trends & Insights

How to make digital self-service amazing

NICE inContact

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves? NICE CXone AI Customer Experience

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Think Big, Act Bigger A Practical Guide for Small Business Call Center AI and Analytics

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This is the third article in a four-part series designed to help small call centers choose the right software to enable them to thrive and compete.

What is Customer Effort and How Does Contact Center AI Impact it?

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In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part.

The mid-size and small business leader’s guide to contact center digital transformation

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I recently placed an online order for a new fishing line from a sporting goods store, whose previous point of contact consisted of just a voice line (and an online presence of a Facebook page with the occasional picture of the trophy bass). Contact Center Management Digital First Omnichannel

How Texting Keeps Your Contact Center Agile in 2021

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The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues. Contact Center Trends & Insights AI

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

From Cost Center to Value Center – How to Choose Software to Transform Your Small Business Call Center

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The quality of service delivered by small business call centers used to be limited by the functionality of their PBXs or VoIP services. Modern call center software features that can transform the customer experience (CX) were only available to the big guys with their big wallets.

Answers to your questions about artificial intelligence in contact centers

NICE inContact

Artificial Intelligence (AI) is the veritable reigning champion and current all-star industry buzzword. Most people interact with AI daily in some form or another. AI Contact Center Trends & Insights Customer Experience

How to Engage Contact Center Agents in a Hybrid Workforce Model

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A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions.

How AI Impacts Contact Center Agents

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Change management is part of every successful technology transformation effort. You can nail the technical implementation, but if the people using the new capabilities aren't on board, your project will struggle out the gate.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Personalized customer experience: Create great customer service with what 60% of customers expect

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A couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters. Customer Experience Contact Center Management Omnichannel

Predicting the Unpredictable: Seven Future Trends for Contact Centers

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Globally, organisations experienced major business disruption over the course of 2020, and for contact centres, it was no different.

A Bottle of Shampoo and Digital Customer Experience

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Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience.

Patients as ‘Consumers’ and ‘Customers’: How Can Health Care Meet Their Growing CX Demands

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The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected.

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

Strategies to Hire and Work from Anywhere

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Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.

3 Ways to Improve Agent Performance in Real Time

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We live in a real time.

How Contact Centers are Rising to the Demands of Consumers Based from Home

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When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive.

How chatbots are changing the landscape of customer support

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If you’ve interacted online with pretty much any sort of business in the past year, there’s a good chance it was handled by a chatbot. Lately, I’ve encountered more local small businesses using them to take orders and answer questions.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.

Delivering to the digital doorstep requires an innovative leader: Are you ready?

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The demand for a unified next-gen CX platform that can manage complete interactions across every consumer touch point from digital to voice for any service need in both a responsive and proactive manner will accelerate

Digital transformation addresses these 5 top customer expectations

NICE inContact

Did you ever see the episode of “Friends” where the always-principled Phoebe Buffay spends the entire show on hold with her phone company’s customer service? Customer Experience Digital First Omnichannel Contact Center Management

Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)

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Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day.

Data Lakes: Navigating Storage and Analytics in Cloud Contact Centers

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A data lake is a repository for storing massive amounts of raw data in its native form, in a single location.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Act on Early Warnings with Proactive Analytics

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One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment.

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