NICE inContact

Digital Customer Service Is More Than Just A Channel

NICE inContact

NICE inContact CXone has all your needs covered, from 30+ channels, to digital-ready workforce management and quality management, all under one hood with one seamless experience.

Mapping Your Contact Center Strategy to Changing Customer Behavior

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For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility.

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IT Priorities Shift in the New Normal: More Pivotal to Contact Centers than Ever

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Businesses need to plan and prepare for the post-pandemic world and IT departments should leverage their new status to influence what that looks like. But what are the post-pandemic priorities? Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights NICE inContact CXone

Are Labor Efficiency and Exceptional CX Mutually Exclusive? How to Achieve Both with Workforce Management

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Most contact center leaders have access to data that enables them to assess just how busy their agents are and if they have capacity to take on additional work. They also have the ability to optimize results that impact customer experience (CX).

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!

Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

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NICE inContact has been recognized as a leader in a new report from Forrester Research.

With CXone Technology, ECSI ‘Acts Like the Big Guys’

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The story of student loan servicer ECSI is a story of partnership and the sense of a higher mission, one of providing support to colleges and universities and of helping young people and their families navigate financial issues they may be encountering for the first time.

I’m Gen-X and I Don’t Want to Talk to You Either: Customer Service Secrets You Need to Know

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Businesses are sitting on a gold mine of information, go talk to your Gen X-ers. Listen to what they have to say about the experience you should be delivering, and how you can deliver it. Then empower them to make it happen!

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.

5 Proactive Activities Leaders Can Do to Position Their Inbound Call Center for Ongoing Success

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Call center leaders can't hide behind bluster. The performance data doesn't let them. Everything about an inbound call center - from expenditures to service levels to customer satisfaction - can be measured and those results reflect directly on the leaders.

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!

Customer Service: Both Simple and Complex, but Definitely Worth Celebrating

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October 5-9 is National Customer Service Week and we are joining the celebration—the joys, the challenges, the endless rewards of customer service done right.

Digital Customer Experience: Big Results on a Small Business Budget

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To stay ahead of the customer experience transformation underway, you need the right transformational tools -- tools that have the potential to improve cashflow, empower agents and delight customers. Fortunately, these tools are easily accessible to all businesses -- large and small.

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Seeing the Bigger: Picture Using Salesforce CRM Data to Reveal New Insights that Improve Contact Center Performance

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Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

From Ideas to Product Features How Customers Shape Our Product Roadmap

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No matter how much QA and UAT are built into our process, end users out in the real world will inevitably find things we missed or see better ways to perform functions, so we take a lot of interest in the feedback that comes through this channel.

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.

Call Center vs. Contact Center - 17 Differences You Should Know About

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What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke.

How to Design an Omnichannel CX Program That Beats the 67% Failure Rate

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Nearly 70% of companies fail at designing omnichannel CX. To beat the odds, follow these 5 steps to creating a future-proof omnichannel CX program that supports seamless channel hopping across any channel your customer prefers.

Can Workforce Engagement Turn Your Problem Agent into a Model Agent?

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There’s always at least one in every contact center. The agent that tests your patience, triggers an eye-twitch, elicits some curse words (in your head, of course) and makes your job as a contact center manager much more challenging at times.

Make it Easy - Give Customers the Support Experience They Expect and Value

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In the first post of this three part series, Effective Customer Service Can be the Key to Small Business Growth, we talked about how small businesses need to protect their existing customer base if they want to achieve meaningful, sustainable growth.

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!

Organizations of all Sizes Can Benefit from these 8 IVR Capabilities

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If CX is the king, then an interactive voice response (IVR) system is the butler that greets the castle visitors. A well-designed IVR, just like a competent butler, cordially greets guests, assesses the reason for their visit, and makes sure they reach their destination.

CXone: Leading the Industry by Putting Customers and Agents First

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Businesses today are in the unique position of balancing widespread disruption with consistently growing customer expectations. For customers, a tumultuous cultural environment, a public health crisis and economic uncertainty are not valid reasons for businesses to drop the ball on experience.

Enabling an Agile Workforce for Organizational Success

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The coronavirus pandemic has undoubtedly put a strain on the workforce, and many organizations are reviewing their current strategies to ensure business continuity as the crisis continues.

How Contact Centres Have Evolved in 2020: Four CX Transformations You Can’t Miss

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2020 has transformed the way life looks both inside and outside the workplace, with a lasting impact that’s still affecting contact centres around the world. What does the global COVID-19 pandemic mean for contact centres? How are customers and agents evolving?

Let's Start a Community Revolution

Speaker: Bill Johnston Chief Community Officer, Structure 3C

Join us on Tuesday, October 20th 12 PM ET for a webinar led by Bill Johnston, founder of Structure3C, as he walks us through the process he calls a "community revolution" - reflection, reckoning and revolutionary leadership. This webinar will explore the most effective strategies and tactics to forward the idea, practice, and value of community inside your organization.

Five Reasons To Be Open-minded About Using an Open Platform in Your Contact Center

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In this digital era, people are used to instant access to anything, at any time, on any device. It’s no wonder that when consumers contact your business—whether it’s to make a purchase or report an issue—they expect that same instant experience.

An Increasingly Digital-First World

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As with so many things, 2020 is different. For many, back to school means back to video conferencing, either full or part time. The same is true for parents. The end of vacation means back to the desk, in front of a camera most of the day. The paradigm extends to other parts of our lives.

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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. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?

Meet Interaction Analytics: Let’s Play Two Truths and a Lie

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If Interaction Analytics is a new concept to your contact center and you are just getting to know its capabilities and value, you will be charmed by your first impression. If you are already familiar with the benefits Interaction Analytics provides, here is a chance to test your knowledge.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

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Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles.

Top 10 Contact Centre Challenges for Small Businesses

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The ‘new normal’ still feels far from normal and contact centres now need to look at building a solid foundation for a work-from-home model, one which addresses technology needs and environment specifics like security and reliability.

10 Signs You Need to Upgrade to the Best Call Center Software and 15 Benefits if You Do

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All businesses are using some type of cloud software these days, whether it be email, storage, CRM, etc. So why are so many companies that rely on customer experience for their business’ success still using old or on-premise call center software?

Effective Customer Service Can be the Key to Small Business Growth

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It won't help your small business if you're pulling in new customers through the front door while losing the same number of existing customers out the back door. That's not growth, it's just replacement.

The D&I Garden: Seeds of Innovation that Grow into Creative Breakthroughs

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

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. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to 1) lost sales, 2) disruption in supply chain and 3) disruption in workforce due to employee illness.