NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. Afterall, delivering on the omnichannel promise takes some effort. Is it worth it?

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

NICE inContact

JANUARY 24, 2018

Others started with inbound voice and over time have added omnichannel routing or workforce optimization. How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? So, what comes next? Digital Transformation. Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

NICE inContact

APRIL 12, 2019

In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience. As the global market leader in contact center technology, CXone has delivered the omnichannel experience and cost efficiencies Unisys was looking for.

Omni-Channel 27

Omni-Channel Contact Center Innovation Tools 27

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Look out for my 2018 predictions soon!

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

eglobalis

FEBRUARY 3, 2025

Similarly, Salesforces Einstein Bots have been helping B2B clients automate routine inquiries since 2018, freeing up human agents for complex issues. Samsungs SmartThings Pro platform integrates AI to create seamless, omnichannel experiences for its B2B clients, from smart apartments to AI-powered offices.

B2B 304

B2B Customer Journeys Customer Experience Chatbots 304

NICE inContact

MARCH 5, 2019

And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. And their opinions and channel preferences are constantly evolving. appeared first on NICE inContact Blog.

Self Service 169

Self Service Omni-Channel Chatbots Customer Expectations 169

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? True Omnichannel Skills-based Routing. No news here: customers have grown to expect support for a multitude of channels.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. With expanding expectations comes expanding channels. Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022.

Trends 260

Trends Customer Service Chatbots Omni-Channel 260

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Interaction 121

Interaction Customer Experience Conference Training 121

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

NICE inContact

APRIL 24, 2019

To date, Customer Experience wins have been felt in the early parts of the customer journey – particularly around tailored marketing campaigns, personalized web and brand experience, and more recently orchestrated omnichannel communication. However, a 2018 Forrester report points out that CX is stagnating. Last Mile CX.

Company 178

Company Contact Center Omni-Channel Insurance 178

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 120

Contact Center Report Customer Journeys Customer Centricity 120

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!)

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

ShepHyken

MARCH 29, 2019

Human managers cannot work better than a machine,” says Bogdan Nesterenko, Head of Cross-border Projects at Northern European omnichannel electronics retailer RD Electronics. billion, in 2018, its AI-driven earnings are impressive. Maybe, they simply shouldn’t. What makes such price optimization efficient?

Retail 110

Retail Customer Experience How To Ecommerce 110

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. With expanding expectations comes expanding channels. Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. In our latest report, we compare what businesses think with the actual responses of more than 2,400 consumers who were asked in 2018 about their own, real-world customer service experiences. appeared first on NICE inContact Blog.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NICE inContact

DECEMBER 17, 2018

At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Gartner’s latest Magic Quadrant for CCaaS [i] highlights the importance of omnichannel customer service capabilities to consistently deliver the highest quality CX with every interaction. Download all 3 reports. [i]

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

NICE inContact

MAY 8, 2019

Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

NICE inContact

JANUARY 24, 2019

And if you think that more people are contacting you via your digital channels instead of calling you, think again. Learn how Omnichannel Routing solutions can help your company improve call queues so you can deliver an enhanced customer experience, reduce costs and protect your customer base.

Self Service 152

Self Service Contact Center e-support Call Center 152

transcosmos Information Systems

MARCH 20, 2018

Here are the top five trends for customer care service that will take your business to greater heights in 2018 and beyond: 1. billion people use at least one messaging channel on their smartphone this 2018. The post 5 Customer Service Trends to Get More Business Traction this 2018 appeared first on transcosmos.

Trends 76

Trends Customer Service Self Service e-support 76

NICE inContact

OCTOBER 19, 2018

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. The post NICE inContact named a leader in Gartner Magic Quadrant for Contact Center as a Service appeared first on NICE inContact Blog.

Contact Center 120

Contact Center Omni-Channel Innovation Leadership 120

Call Experts

JANUARY 23, 2019

Omnichannel is quickly becoming a fundamental concept for businesses. Omnichannel processes utilize various platforms such as social media channels, email marketing, websites, and mobile experiences to communicate with your clients. What makes omnichannel challenging? Retailers have lost millions. What is this process?

Omni-Channel 53

Omni-Channel Management Call Center Multi-Channel 53

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Key criteria for these solutions include omnichannel support, analytics, user experience strategy, CRM integrations, voice infrastructure, and a product architecture that is based on microservices.

Contact Center 121

Contact Center Effort Score Omni-Channel CRM 121

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

NICE inContact

JANUARY 7, 2019

If you’re looking for help in deciphering the strengths and weaknesses of the industry’s most notable cloud contact center providers, you’ll want to put The Forrester Wave : Cloud Contact Centers, Q3 2018 at the top of your reading list. The Forrester Wave Did the Homework appeared first on NICE inContact Blog.

Contact Center 120

Contact Center Omni-Channel Report Trends 120

NICE inContact

JUNE 27, 2018

To evaluate the progress companies are making on the path to creating digitally transformed customer experience, we asked a second poll question, “Can your contact center agents interact with customers through multiple channels simultaneously – send them a text message, social media, co-browse?”

Customer Experience 120

Customer Experience Contact Center Omni-Channel Social Media 120

NICE inContact

DECEMBER 26, 2018

Just over a year ago, we launched our NICE inContact CXone cloud customer experience platform as the first unified suite of cloud native applications to combine omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI). Download all 3 reports. [1]

Call Center 120

Call Center Technology Contact Center Omni-Channel 120

NICE inContact

DECEMBER 21, 2018

With CXone, you gain access to powerful new capabilities in the form of omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI). The post Transform Savings into Speed—and Satisfaction appeared first on NICE inContact Blog. Download all 3 reports. [1]

Self Service 121

Self Service Contact Center Omni-Channel Analytics 121

ShepHyken

AUGUST 17, 2018

Accordingly, to the Freshdesk’s Customer Happiness Benchmark Report 2018 , the average FCR is 71%. If it is taking longer than a single response it’s due to the absence of essential information from the customer, a loosely built knowledge base, lack of omnichannel approach, or merely inadequate product knowledge.

Metrics 75

Metrics First Call Resolution Knowledge Base How To 75

Avaya

NOVEMBER 15, 2018

This blog is authored by Krista Capone, Sr. This blog was first published May 31, 2018 on the C3i Solutions blog. This blog was first published May 31, 2018 on the C3i Solutions blog. Millennial Channel Preference appeared first on Avaya Connected Blog. Read more about it here.

Omni-Channel 54

Omni-Channel Self Service Social Media Survey 54

Happy or Not

JANUARY 10, 2018

The 2017 trends in retail saw many changes and movements, such as the importance of the in-store experience, developing the omnichannel, the use of data, and merge of retail and technology. The post Data Driven CX Improvements: A Retailer’s Must Have For A Successful 2018 appeared first on HappyOrNot.

Data 84

Data Retail Omni-Channel Trends 84

PeopleMetrics

DECEMBER 5, 2014

I dove right into the omni-channel AT&T customer experience. I presented my driver''s license with an expired date on it, alongside a temporary license valid until 2018, my social security card and a credit card in my name. And another piece of paper that says I''m legal to drive until 2018 with my current address on it.

Omni-Channel 75

Omni-Channel Policies Banking Travel 75

ijgolding

MARCH 20, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the third of the five (you can read the first – an interview with James Dodkins – here ; and the second with Chris Brown – here ). Unfortunately, not enough focus on omnichannel.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. The post Let’s Chat about Chat appeared first on NICE inContact Blog.

Net Promoter Score 136

Net Promoter Score Comparison Consumers Study 136