NICE inContact

Call Centers are the Front Line of Customer Service

NICE inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

The 2020 Guide for CX Goal Getters

NICE inContact

2020 holds massive potential for planning and achieving your CX goals! Because we have access to tremendous insight on what customers are looking for in service and brand experience in the coming year.

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Uncovering Cloud Options for Your Organization

NICE inContact

Since 2006, cloud computing has expanded and advanced in incredible ways. While cloud computing is a staple in numerous organizations, less than half of contact centers have any form of investment in cloud technology. But, we see the rate of cloud adoption in contact centers rising every year now.

Alexa, How are My SLAs Doing?

NICE inContact

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.

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The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows.

5 Ways to Leverage Technology to Reduce Call Center Costs

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr. Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs. Call Center Best Practices Customer Experience

An Incredible Journey: Amplifon’s Move to NICE inContact and the Cloud

NICE inContact

Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today.

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What’s Happening Now with Self-Service and AI? Four Must-Know Call Centre Strategies

NICE inContact

Rewind the clock for a moment to 20 years ago, when self-service first began in call centres. The approach was simple, and customers were bound by one of two options within the self-service IVRs — just press one for this and press two for that.

6 Core Emotions in Customer Experience and Why They Matter

NICE inContact

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

2020 Planning: Answers to Overcoming Budget Objections, Improving Experiences and Specialization

NICE inContact

We’ve just concluded 2020 Planning for Uncertain Times – Practical Tips for Contact Center Leaders, a great webinar series where our speakers discussed the can’t miss investments that you should be making. What I truly enjoyed was the engagement of our audience.

DSW Successfully Incorporates AI into Customer Experience

NICE inContact

We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more.

Why First Response Time Is Not Enough For Your Mobile Customers

NICE inContact

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics.

Contact Center 101: The What and Why of CRM Integration

NICE inContact

Sir Francis Bacon is credited with coining the phrase, “Knowledge is power.” If he were alive today, he’d make a great contact center consultant.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Voice of the Customer – More Than Just a Survey

NICE inContact

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”.

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The Show Must Go On! Elevating Customer Experience with Conversational AI

NICE inContact

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. We’d just shuffled into the theatre, when I realized that my ATM card was missing.

How Powerful CRM Can Help You Delight Customers

NICE inContact

The last couple years have seen an important turning point for customer service and customer experience. Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving.

Finding the Right Self-service Mix in Your Contact Center

NICE inContact

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Why Positive Customer Experience Increases Customer Retention

NICE inContact

I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time.

The Devil I Know vs. The Devil I Don’t in the Call Center

NICE inContact

Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform.

A Valuable Commodity: Spend Less, Save More, and Win Customers Over

NICE inContact

There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it?

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What’s on the AI Horizon: Roadmap to AI in the Contact Center

NICE inContact

How will Artificial Intelligence (AI) affect your contact center? Whether you’re looking to impact operational costs, keep up with the competition, improve efficiencies, reduce the volume of agent interaction or improve the overall customer experience, AI is going to make a measurable impact.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

4 Steps to a Streamlined Digital Customer Service Workflow

NICE inContact

Agility and ease are key concepts in digital customer service , regardless of your industry or the size of your business. We recently collaborated with T-Mobile, one of our clients, to learn more about how they offer better, more efficient digital customer service. Here’s what we found out.

Artificial Intelligence is Transforming Customer Care

NICE inContact

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge.

Movin’ on up: The Hosted PBX’s Journey from the Closet to the Contact Center

NICE inContact

A Hosted PBX (private branch exchange) is a software application that resides in the cloud and routes incoming and outgoing VoIP (voice over IP) phone calls.

Contact Centre Analytics – 3 Important Trends to Watch

NICE inContact

Are you looking for ways to boost agent performance and improve your customers experience in 2020?

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z.

Why Does Your Contact Center Need Speech Analytics?

NICE inContact

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? In simple terms, speech analytics provides one view into the voice of the customer.

Improving Agent Experience (AX) and Engagement One Step at a Time

NICE inContact

Agents are the most critical resource in a contact center and yet the hardest to retain as evident with high attrition rates.

The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? Huge investments? Lots of additional resources? Think again. Adding AI actually doesn’t require a big investment or big changes to deliver a big return.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Digital Room Takes Control of its Contact Centers on Unified CXone Platform

NICE inContact

E-commerce printing company Digital Room had been using different vendors for voice, email and chat.

3 Ways to Provide Success When Handling Rude Customer Interactions

NICE inContact

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building. Emotions rise, and customers eventually want one thing: gratification.

Can you justify investing in all these digital channels your customers use?

NICE inContact

You need to invest in digital channels in order to keep pace with the way your customers are communicating today. But, how do you justify the investment other than to say that you know that is what your customers prefer?

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Contact Center 101: What is Workforce Optimization?

NICE inContact

Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.”

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.