artificial intelligence

Artificial Intelligence is Transforming Customer Care

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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. It’s not surprising that many contact center […]

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artificial intelligence

The Impact of Artificial Intelligence on Today’s Contact Center

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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. Explore why in our latest whitepaper, AI for CX: Practical Investments, Proven Return. With nearly every major player […]

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cloud

Transitioning to the Cloud? Here’s Your One-stop Resource

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Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. Some of the most exciting and useful information presented comes from NICE inContact users themselves.  2019 was no exception, as representatives from a variety of […]

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Valvoline’s Increased Service ROI Pleased Two Very Diverse Constituents — Its CFO and Its Customers

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Chief Financial Officers (CFOs) are notoriously tough customers when it comes to approving expenditures for new initiatives. They expect to see a solid business case with a strong, defensible return on investment (ROI). When Valvoline looked into centralizing the inbound calls that its 1,300 retail locations were handling, the business case almost wrote itself. The […]

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3 Ways to Provide Success When Handling Rude Customer Interactions

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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 customer interactions 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 […]

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7 myths

4 Questions Every Contact Centre Needs to Ask

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Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. 1. What Do Customers Want? Consumers want great experiences. They want interactions that are quick and easy; they want their […]

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mobile apps

Mobile Apps and SMS Are Paying Off in the Contact Center

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Mobile apps received the highest average Net Promoter Score® at 25 globally, jumping even higher for U.S. consumers at 38 according to the recent NICE inContact CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium […]

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chatbot

Most AI Chatbots Will Fail, and That’s Okay!

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Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. In our NICE inContact CX Transformation Benchmark, chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. According […]

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