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.

Self-Service in the Modern Call Center: Key Considerations for Technology and Strategy

NICE inContact

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it.

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Assessing your Contact Center Solution

NICE inContact

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. Call Center Best Practices Advantages of the Cloud Customer Experience

Burning Questions: PCI Compliance in the Contact Center

NICE inContact

The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

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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Gaining Visibility and Improving Agent Performance

NICE inContact

Jeff Kennon, Director of Customer Experience for NeoNova, a customer support enterprise servicing some of the world’s leading internet service and telecom providers, says that leveraging a workforce management platform helped delight both customers and agents.

Contact Center Leaders Advise How to Manage Your Team During a Crisis

NICE inContact

Our lives have been disrupted, both at home and work. And the rapid pace of information we are getting about COVID-19 worldwide both via traditional news outlets and social media creates an even more heightened sense of concern.

Super Agents Needs Super Training: Create and develop highly trained and skilled agents

NICE inContact

Every contact center leader climbs a steep hill when trying to meet performance goals within budget. It doesn’t help that it’s hard to find, train, and retain qualified agents. Leaders face markets with historically low unemployment and plenty of competition that offers attractive compensation (e.g.,

5 Signs You Need to Improve Your Contact Centre’s Agent Experience

NICE inContact

What comes first — agent experience or customer experience? More and more, contact centre leaders are seeing why you can’t achieve maximum results on efforts to improve customer experience (CX) without a deliberate focus on improving agent experience (AX).

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Give Agents Tools to Address the Need for Speed

NICE inContact

Here’s a dirty little secret. Despite the industry’s focus on the customer experience (CX), contacts still take too long and don’t reach closure often enough. Generally speaking, it’s not the agents’ fault. They really want to help customers.

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Contact Center Call Recording: What you need to know

NICE inContact

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in. Call Center Compliance Call Recording Contact Center Trends & Insights Call Center Best Practice

5 Reasons Why Business Process Outsourcers are Transitioning to Cloud

NICE inContact

With contact centre BPOs around the globe migrating from on-premise to cloud technology, competitive organisations are left asking: is my BPO next?

Senior Engineering Manager on a Lifelong Career as a Woman in Tech

NICE inContact

Today’s software engineers are far from stereotypes. At NICE inContact, we take pride in the fact that innovation and technical prowess comes in all genders, ethnicities, religions, etc.

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

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.

Contact Center Agent Training: Key to Engagement and Customer Experience

NICE inContact

We’ve all heard it a hundred times before – “Happy agents make happy customers.” And it’s become a contact center mantra for good reason – a recent Gartner Survey indicated that 86% of customer experience execs point to Agent Experience (AX) as the single greatest factor impacting CSAT!

What Does a Contact Center Emergency Response Plan Look Like During a Pandemic?

NICE inContact

When I dial 211, an automated call message directs me to a kind voice of a contact center agent on the other line that greets me with “how can I help you today?” Like so many, I am looking for clear instructions on what to do during the COVID-19 outbreak. The call center agent has a plan.

Building the Business Case for Contact Center Improvements

NICE inContact

Even for the most obvious investments that drive improvements to your business; the process of building consensus, addressing cultural change and locking down an airtight business case can be troublesome even for the most seasoned business leader.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Improve CSAT by Improving ASAT

NICE inContact

Contact centers spend a lot of time and money trying to improve customer satisfaction (CSAT). And they should! CSAT drives customer loyalty and their bottom line. Some are investing in ACD routing, IVR and even speech recognition software to deliver a better customer experience.

Senior Program Manager Talks about Challenges and Rewards for Women in Tech

NICE inContact

March is globally celebrated as Women’s History Month. But at NICE inContact, we strive to ensure that our customers and employees feel welcomed, heard, and accepted every day.

Uncertainty or crisis? Preparing the contact center for the unknown

NICE inContact

Most of the world has its eyes on the news about coronavirus and its potential business and human impact, and there is uncertainty and potential for disruption in the coming weeks.

Leveraging Workforce Optimization to Engage Contact Center Agents

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Lauren Comer, Sr. Product Marketing Manager, discusses how you can leverage workforce optimization software to hire, train and engage contact center agents more effectively. Workforce Optimization

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Quality Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program.

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.

Want to Improve CX? Give Your Agents Better Tools

NICE inContact

Nearly nine in 10 companies have formal, funded initiatives to improve their customer experience (CX). That’s because even a temporary lack of focus on CX could result in a swift dive in customer ratings, leaving the company vulnerable to competitors sweeping in and snatching valuable customers.

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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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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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NICE inContact Quality Assurance Engineering Manager on Women in Technology in Bolivia

NICE inContact

NICE inContact is a champion for diversity and inclusion in technology, and in honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact.

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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Driving Customer Satisfaction Through Great Scripting

NICE inContact

Ensuring agents are trained, informed and up to speed on product, process and procedure is an ongoing and significant effort that contact center leaders find as a critical piece to keeping agents fresh and engaged.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

Quality Management Basics in Today's Contact Centers

NICE inContact

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.