As companies look to differentiate themselves from the competition, customer experience has become a critical factor in achieving success. While there are many factors that contribute to customer experience, one significant area that companies should focus on is...
Post-pandemic life has not slowed down the consumer desire to seek self-service options, which has put contact centers in a perplexing position. Almost every organization offers self-service options, whether it be an FAQ page, reset password link, chatbot, voicebot,...
The most successful brands are committed to delivering an excellent customer experience. With that comes driving customer loyalty, meeting demanding customer expectations, and equipping agents with a dynamic, agile, and cloud-based system. To effectively deliver an...
Channel choice is a hot topic in the contact center world. Consumers want to be able to reach and interact with a brand on their own terms in their preferred channel. NICE’s 2019 benchmark consumer research found that 90% of consumers are more likely to consider doing...
Digital customer journey management has become a complicated, inter-connected web of channels especially when it comes to customer service. Each time a new digital site is introduced and embraced by consumers, businesses must evaluate if and how it fits into their...
