omnichannel basics

What You Need to Know About Omnichannel

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Today’s customers expect omnichannel customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the […]

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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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