omnichannel basics

What You Need to Know About Omnichannel

Share:

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 […]

Read
Operational Agility in Times of Crisis

Managing Real-time Changes to Customer and Operational Needs

Share:

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 […]

Read
digital customer

The History of Customer Service in 500 Words

Share:

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 […]

Read
cloud contact center

Start Your Contact Center Move to the Cloud with Workforce Optimization

Share:

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report, a key finding states “Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics […]

Read
Omnichannel

Digital First Omnichannel will Dominate

Share:

I don’t know if the retail industry invented the term omnichannel but it was the first place I can remember hearing the term. The term was intended to capture the fact that, until then, you could deal with a single brand that had both brick-and-mortar and online stores, but the customer experience was as if […]

Read
Chat Vera Bradley

Advanced Chat for CXone: Vera Bradley’s Journey to Excellence

Share:

Vera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. They are passionate and love sharing photos of the products and how they use them every day.  It’s all part of a robust customer experience, a central focus for a company that’s grown over the years by not only listening to but delighting […]

Read
2019 Gartner Magic Quadrant Western Europe

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

Share:

NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. Not only that, but we’ve also been […]

Read
Gartner Magic Quadrant 2019

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

Share:

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments. For contact center executives and IT professionals […]

Read
customer experience

The Trifecta of Service Excellence and the Agent’s Reality

Share:

At NICE inContact we work with our clients to solve their customer experience goals.  These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? The traditional example is an inbound phone call.  But in today’s digital first world, that […]

Read
1 2 3 12