Performance Management Cross-Generational Success

Performance Management Tips for Cross-Generational Success

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What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center. But this […]

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plain language personalization contact center

Using Plain Language & Personalization in the Contact Center for Better CX

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It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center. Federal agencies are […]

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customer service

TruGreen and CXone: Service, Satisfaction and Revenue

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With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform—and it’s never looked […]

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Operational Agility in Times of Crisis

Managing Real-time Changes to Customer and Operational Needs

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Access our webinar: Delivering True Operational Agility in Times of Crisis In crisis and in calm, 211 LA County helps over 1.4 million people every year, and its 60 Community Resource Advisors respond to more than 500,000 contacts annually.  It also provides support to other 211 operations across the country in times of disaster. In […]

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NICE inContact CX Excellence Awards

Calling All Applicants for the NICE inContact CX Excellence Awards

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And The Winner Is…  We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned […]

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digital customer

The History of Customer Service in 500 Words

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The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore […]

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cloud contact center solution

CXone Contact Center Solutions Help Bridgevine Drive Revenue, Satisfaction for Clients

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Even as Bridgevine, a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. The old system offered almost no […]

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