Outdated on-premises contact center platform reviewed by call contact center manager

The Devil I Know vs. The Devil I Don’t in the Call Center

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Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. I’m not sure why “the devil” gets […]

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super saver

Enjoy the Super Saver Rate for Interactions 2020

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We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now!  Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative […]

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Honeywell Transforms Its Business with the CXone Solution

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As a multi-industry manufacturing company, Honeywell develops solutions around energy and efficiency. The company determined that customer experience excellence could be the catalyst for many of the business transformations it wanted to achieve. Honeywell not only established customer experience as a top priority but made it a corporate initiative. And the business focuses on making […]

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check into cash

CXone Is Right on the Money for Check Into Cash Collections Team

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Check Into Cash had both good news and bad news. The good news: The company’s main contact center had been successfully using CXone for five years. The bad news: The Check Into Cash retail collections team — 50 agents who collect past-due payments — were still using a legacy Genesys PBX dialer that had serious […]

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New Era of Complete Digital Experiences to Expedite the Enterprise Transition to Smart Digital Conversations

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Consumers today expect to interact with companies via a variety of digital channels. In fact, 91% of consumers want seamless omnichannel across messaging and real-time voice and chat. Unfortunately, a digital divide exists today. While consumers have embraced messaging and a digital first world, companies have failed to deliver. As consumers, we’re very comfortable messaging […]

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omnichannel AI

WebHelp and Swedish Rail — Customer Experience on the Right Track

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NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here). Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital […]

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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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The Shutdown and the Storm: CXone Provides a Welcome Tool for the State of Michigan

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Michigan’s Department of Health and Human Services (DHHS), Integrated Services Delivery (IDS) is the state agency that manages the entire process for benefits administration — from application and qualification through delivery. Although the state of Michigan maintains 14 different contact centers for different agencies, DHHS/IDS didn’t have a dedicated contact center. Instead, approximately 5,000 caseworkers […]

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landauer

Gant Travel Goes the Distance with CXone

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Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. While the company works hard to ensure that its clients’ trips are comfortable, cost-effective, and error-free, the customer experience it was providing needed to make significant […]

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Expand Your Skill-Set and Knowledge with Six Remarkable Tracks Designed for You!

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At Interactions EMEA 2019, NICE’s flagship annual customer conference in London, you’ll have a premium tiered seat to incredible educational opportunities that will reveal the latest tools and solutions you need to improve and scale your business. Join us at The O2 Cineworld for over 25 sessions and 6 inspiring and innovative breakout tracks and deep dive […]

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