The Latest Technology News
Do your agents deliver superior CX customers expect at every touchpoint (or micromoment) in their end-to-end journeys? Focusing on each touchpoint not only optimizes service, it allows you to anticipate customer needs and remove friction throughout … [Continue reading] about Enhance CX at every touchpoint to increase loyalty
Providing a seamless customer journey has become the main component driving CSAT. However, many companies are still not in sync with the effortless self-service customers expect.This white paper created in partnership with Frost & Sullivan will show … [Continue reading] about Reimagining the power of self-service
Customer experience personalization is no longer a “nice-to have.” In today’s digital-first world, it’s now a “must have.” 81% of organizations see CX as a differentiator and the number one indicator of strategic performance. Wherever you are in your … [Continue reading] about NICE | Transform digital customer expectations
Customer expectations and preferences are rapidly changing in a world of streamlined, efficient services and technology. That means the digital channels your contact center offers should be optimized to meet customer needs at any given point of their … [Continue reading] about Reduce costs with smart self-service
What’s a fast way to build your digital-first agent workforce? Get expert advice along with some funny memes that highlight agent experiences. The Ultimate CX Agent Guide shows you how to find and develop agents who can build customer connections in … [Continue reading] about NICE CXone | How to improve Mobile CX guide
Customer care leaders are in the heart of a perfect storm. After a couple of tough years, much of which had consumers conducting their shopping online, customers are tired and frustrated, service cases are up, agents are disengaged, attrition is … [Continue reading] about Unlocking the Door to Loyalty
Customers are arguably edgy in these uncertain times, what with the lingering COVID-19 pandemic, the economy, global and domestic political chaos, and the climate emergency leading to disastrous and too often deadly fire and weather events. With … [Continue reading] about “Hearing” and Heeding Today’s Customers
Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what occurs during each customer interaction and along the customer journey. In fact, … [Continue reading] about Upleveling Contact Center QM to the Analytics Age
If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three years of experience. I use the words “attempted to coach” … [Continue reading] about QA and Coaching for Experienced Agents
We’ve all been there. The landline rings unexpectedly or an Unknown Number flashes on your screen and — before you know it — you’re listening to somebody’s sales pitch for a product you don’t need. Insurance claims, home insulation, car accidents … [Continue reading] about Is It the End of the Cold Call?
