NICE inContact

COVID-19’s Impact on Contact Centers has Leaders Rethinking Strategy, Technology and Business Continuity Plans

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The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety.

3 of the biggest contact center challenges, and how voice authentication solves them

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AI-based voice authentication is not just powerful identity and verification contact center software. It’s a giant leap forward in enhancing our privacy and data protection, with built-in safeguards for more secure business transactions in real-time.

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Call Centers are the Front Line of Customer Service

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

Contact Center Automation: From Nice-to-Have to Necessity

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Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation.

Is Your Contact Center Stack Unified Across Global Multisite Centers?

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Contact center leaders are no longer measured on just efficiency; it is efficiency with better customer experience (CX). Balancing the two is a huge challenge and gets much more complex when you look at contact centers across multiple sites and geographies.

The Small Businesses Imperative for Proactive Customer Service

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Revenue and cashflow are the lifeblood of a small business. It is no surprise that one of the highest priorities for a small business is to find and keep customers. There is a direct correlation between customer satisfaction and top-line revenue and bottom-line profit.

Contact center supervisors: Practical advice for boosting remote agent engagement

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COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities.

Call Centers Prepare for 2020 Hurricane Season

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If predictions are true, call centers are about to get busy. The Atlantic hurricane season runs from June 1 to Nov. 30, and we have already had 3 named storms this year. Call centers must be prepared with a business continuity plan that accounts for any type of disaster.

Call Center Software, Customer Experience as Survival Tools for Small and Medium Businesses (SMBs)

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Challenging times can present opportunities to reassess. Even as they preserve cash and scale back, SMBs need to double down on customer service and the customer experience. Call center software can be a key driver—and a bridge to the other side of the crisis

Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

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Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics.

Maintaining a Strong Performance Management Process with Remote Contact Center Agents

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Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face.

20 Call Center Software Features that Can Help Organizations Address Their Most Pressing Challenges

NICE inContact

If you're a call center looking for software, you have a lot of options to choose from. Similar to cars, call center software packages range from low-cost, low-feature options to platforms with a lot of bells and whistles and a high price tag to match.

3 Essentials For Making the Work From Home Call Center Work For You

NICE inContact

After spending the last couple of crazy months executing all of our contact center business continuity plans in response to the global COVID-19 pandemic, let’s pause for a moment to reflect on what’s next for the work from home call center.

A Digital-First Contact Center Strategy Can Deliver Customers for Life. Is It Time to Start Your Digital Revolution?

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Digital has far-reaching implications not just for how organizations provide service today, but also for how much more change is coming in the very near future. Those who “win” customer service will need to completely reimagine it—and digital will be central to that.

Work from Anywhere: Why the Future of Contact Centres is Cloud-Based

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As organisations transition to a post COVID-19 world, contact centre employees need to be able to work from anywhere for businesses to stay competitive.

Join Us for Interactions Live!

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A major virtual conference, open to contact center pros everywhere. Even six months ago, who could have predicted that across the planet, we’d be leaving in-person conferences behind—at least for now—and recreating them as virtual events?

Private Social Messaging Accelerates Customer Experience (CX) Transformation

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Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger.

Alexa, How are My SLAs Doing?

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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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5 Key Technologies for the Future of Digital Customer Service

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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.

How Can a Cloud Contact Centre Help You Successfully Navigate Economic Uncertainty?

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As the future feels uncertain, it’s never been more important to focus on what you can control in your contact centre. And there’s plenty you can do to ensure satisfaction of both your agents and your customers.

How to Engage Agents in Your Contact Center Quality Management Process From Start to Finish

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Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.

Do It Yourself – Call Center Software

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Watch and discover how CXone empowers agents, supervisors, and admins to drive efficiency and deliver exceptional customer experiences with a total solution suite. Call center software is not easy. There are tons of little pieces and parts and lots of ways to build it today.

More Consumers Are Cautiously Accepting Artificial Intelligence (AI) enabled Customer Service Methods

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Artificial intelligence (AI) has been around for years, but it's the recent advances that have created so much buzz. These advances show that AI is making machines smarter in very visible ways, ranging from "smart homes" to lifelike robots making the rounds of late-night TV shows.

5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

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The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment.

Younger Generations Expect Digital-first Customer Service - Are You Ready?

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What is new is the impact that rapid digital technology advances have had on younger age groups. Digital native" Millennials and Generation Z have grown up in an ever-connected world of online shopping, social media, and all the world's information at their fingertips. Some don't know any other way.

How, when and if your call center agents should return to the office

NICE inContact

After a cancer diagnosis and undergoing treatment, A NICE inContact employee’s daughter knew she needed to work from home especially during COVID-19. She felt fortunate to have found employment with a call center after undergoing multiple rounds of treatment that resulted in a period of unemployment.

How to safely operate your small business call center as businesses reopen

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Small businesses are anticipating when they can reopen their call centers and doors as new developments continue in the COVID-19 pandemic.

Contact Tracing – Empowering Your Call Center Agents Has Never Been More Important

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Most state a federal government agencies are struggling with exponential increases in call volumes as a result of the pandemic. One unnamed agency experienced an over 3000% jump in call volume. The scariest part of that data point is that agency had not yet begun executing contact tracing efforts.

Hey boss! Can I please cut call center costs?

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It's important to be purposeful when cutting costs. Using benchmarks can help. Use internal benchmarks to make cuts relative to past performance. Use industry benchmarks to make cuts that will put you in line with other contact centers like yours.

Global Customer Community – Popular Discussions and New Features

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People are joining the NICE inContact Customer Community in droves and harnessing the (recently expanded) benefits it offers for managing their contact center. You’ll find over 4,000 articles, news and events, community discussions, help documentation, voting for product ideas and more.

Ready to Cut Contact Center Costs, But Not Sure Where to Start?

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Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs.

6 Core Emotions in Customer Experience and Why They Matter

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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.

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

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Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting.

In Pre-pandemic Crises, Contact Centers Have Long Relied on CXone

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Disaster planning and recovery, business continuity, working remotely and now, working from home.

The Big Advantage of Being Small

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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.

By the Numbers, Keys to Restoring Team Productivity

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Last week, I noticed headlines announcing yet another business that’s decided it “won’t reopen half its offices after pandemic, amid restructuring and work-from-home success”.

SheTech Summit Takes Girls to New Heights

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Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve.

CXone Enables Companies to Provide Exceptional Customer Experience Globally

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As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based

Foundational Readiness: Business Continuity for the Work-From-Home Contact Center

NICE inContact

At this point in the timeline of the COVID-19 pandemic, nearly every company that operates a contact center has had to transition some, if not all, of their agents to a work from home environment.

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

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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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