NICE inContact

How Texting Keeps Your Contact Center Agile in 2021

NICE inContact

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

How to Engage Contact Center Agents in a Hybrid Workforce Model

NICE inContact

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.

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

NICE inContact

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?

NICE inContact

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.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

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

NICE inContact

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.

3 Ways to Use AI Right Now to Support Remote Contact Center Agents

NICE inContact

Contrary to some science fiction movies, artificial intelligence (AI) hasn't subjected humans to robotic overlords. And contrary to some current opinions, contact center AI isn't all about replacing customer service agents with armies of bots.

CXone-Empathy Combination Enables Bayada Home Health Contact Center to Care for Customers

NICE inContact

No one would disagree that technology has improved customer service exponentially.

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

NICE inContact

Some health care organizations and providers have taken note of and have already moved into the future. For example, some New York City providers use text message patient outreach to keep track of patients who cancel appointments, which has made a serious dent in patient no-show rates.

The Value of a Lifetime Customer – 8 Call Center Software Capabilities that Can Help Build Loyalty

NICE inContact

As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Don't set out just to replace "like-for-like."

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

5 Ways to Refresh Your Contact Center Agents' Mindset in the New Year

NICE inContact

Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances.

Contact Center Investments for Success in 2021

NICE inContact

It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.

Demystifying Artificial Intelligence for Better Customer Experience How to build a successful business case for AI

NICE inContact

CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term.

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

NICE inContact

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.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Predicting the Unpredictable: Seven Future Trends for Contact Centers

NICE inContact

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

Who can do a better job in your contact center—humans or AI? The answer is both!

NICE inContact

NICE inContact CXone infuses AI across all areas of the platform—from chatbots and conversational AI, to scheduling and forecasting, sentiment analysis and real-time agent guidance, just to name a few. AI Contact Center Management Agent Engagement

Complete Beginner’s Guide to Outbound Call Centers

NICE inContact

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO).

A Bottle of Shampoo and Digital Customer Experience

NICE inContact

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.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

3 Ways to Improve Agent Performance in Real Time

NICE inContact

We live in a real time.

In 2021, Chatbots are a No Brainer for Contact Centers

NICE inContact

Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses.

Proactive vs. Reactive: How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

NICE inContact

The disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world.

How business process outsourcing can solve the challenges your business is wrestling with

NICE inContact

NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Making the Case for AI in the Contact Center - Answers to Your Top 8 Questions

NICE inContact

Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications.

Three Ways to Accelerate Collaboration in the Contact Center by Integrating Microsoft Teams

NICE inContact

If you’re one of the thousands of companies that has embraced Microsoft Teams for your internal communications and collaboration, have you ever thought about extending it into your contact center? If not, you should. And here are the top three reasons why.

The digital customer journey: Understanding the role of the contact center in creating a connected experience

NICE inContact

The digital customer journey is very different from a physical shopping experience, yet it is very much the same. With the ever-changing needs of the consumer, it can be difficult for businesses to keep up and ensure that customers have a seamless buying journey from start to finish and beyond.

10 Customer Self-Service Best Practices to Power Your Contact Center Results

NICE inContact

Sometimes contact center professionals become so focused on agent-assisted customer service methods that they forget many customers just want to help themselves. A personalized interaction with a competent and engaging agent can be highly satisfying but it isn't always a customer's first choice.

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

With communities rapidly becoming the central location for self-service, support, and connection, these programs are under as much scrutiny as any other investment. However, often it can be a struggle to fit CX scoring systems onto a living, organic community and as such, the value of community is often under-reported and subsequently under-resourced. On Tuesday, April 20th at 12 PM EDT, Nichole Devolites will share with us in an exclusive webinar: The top three scoring systems: NPS, CSAT, and CES and what they are used for. How a community can impact a much broader customer survey. The benefits and detractors of integrating each into a community to help determine which approach is right for you.

Fresh Ways to Energize Your Digital Customer Engagement

NICE inContact

Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers.

Five Ways to Prepare for an Unpredictable Future in Your Call Center

NICE inContact

Life in the contact center can feel like a collective emotional journey, and that was never more true than in 2020. You and your customers rode the waves of the uncertainty that defined the year. There was disruption like never before.

The Big Advantage of Being Small

NICE inContact

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly.

NICE inContact Recognized by Master Referral Partners with Performance Awards

NICE inContact

Having an extensive network of active partners—and being a partner to other companies—is a critical driver of business success for NICE inContact, as well as for our partners.

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Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

2020: The Year that Changed Customer Service and the Customer Experience, Forever

NICE inContact

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task.