Teleflora Business Blossoms with Consistent Customer Experiences
Who hasn’t been thrilled to receive a beautiful bouquet of fresh flowers on a special occasion? A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of that process,...
View ArticleTurning up a Contact Center in 72 Hours for Crisis Response [Video]
Last August, Hurricane Harvey busted the US record for rainfall from a single storm, dumping 27 trillion gallons of rain over Texas. With 33 counties declared a federal disaster, millions of people...
View ArticleOmnichannel Customer Experiences: Do Consumers and Businesses See Eye-to-Eye?
In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer...
View ArticleWin the Customer Experience (CX) Game in Your Contact Center
We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience...
View ArticleFinal Countdown to GDPR Compliance – Is Your Contact Center Ready?
The General Data Protection Regulation (GDPR) becomes effective on May 25, 2018. For many companies, this means procedural changes as well as changes to contracts and new product features to comply...
View Article3 Winning Factors for B2B Customer Experiences
When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your...
View ArticleThe Mobile rEvolution – How To Cater To The “Mobile Millennial”
Did you know that knowing what a VCR is, not using #hashtags on a regular basis, and ownership of a landline telephone are all tell-tale signs that you are NOT a millennial nor Gen Z? #itstrue I...
View ArticleMoneyGram International Raises the Bar on Money Transfers with NICE inContact...
Think about it: Sixteen hundred contact center representatives (over 75% outsourced) in 11 different locations across the globe handle 13 million calls annually! And in the midst of all this, agent...
View ArticleAllClear ID Deftly Handles Data Breach Response with NICE inContact CXone
There are few other times when speed and accuracy are more critical than when someone’s personal data has been compromised. But as a data breach response service, Austin-based AllClear ID provides...
View ArticleHow Enabling Transparency Through Cloud Quality Management Can Help You...
Are you transparent with your agents? There’s a good chance that many of them don’t think so. After all, one fourth of employees in a survey by the American Psychological Association said they don’t...
View Article4 Tips to Take Contact Center Training to the Next Level
Training is an integral activity in contact centers, whether that be new hire onboarding or ongoing training and development of agents. However, with so many other business priorities, training doesn’t...
View ArticleBuild Success with Your Contact Center Gamification Efforts
Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Prior to having software solve all our needs we used to “gamify” the workplace through peer or...
View ArticleBuild your business case to invest more in customer experience (CX) – Grow...
This is part three of a four part series on the economic value of Customer Experience Platforms In part one of the blog series, we looked at a framework for building a business case to invest in...
View ArticleEmbrace Tenure Diversity in Your Contact Center
Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new...
View ArticleCXone Wins for Contact Center Analytics, Workforce Optimization and Contact...
NICE inContact CXone swept the 2018 CRM Service Leaders awards presented by CRM magazine. Analysts project that the cloud contact center market will grow more than 20 percent per year – with that...
View ArticleExpanded Interactions.edu Agenda Just Announced – More Chances to Learn
Due to popular demand, we’ve expanded the Interactions.edu agenda and added select sessions to repeat on Thursday, May 17, giving you more chances to experience the powerful and immersive sessions with...
View ArticleContact Centers Need to Track Real Time Adherence and Here’s Why
Buying a self-help book doesn’t do any good if you don’t follow the advice within it. Having a nutritionist develop you a tailored diet plan doesn’t do any good if you don’t follow the diet. It goes...
View ArticleCXone Cloud Solutions Help Drive Webhelp Nordic’s Global Growth
Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic. The company handles customer service for 30-plus clients based in five different countries—Sweden,...
View ArticleFrom Cloudy to Clear: Cloud Native Contact Center Apps Benefit the Bottom line
This is part four of a four part series about Cloud Native vs Cloud Hosted. In part one of this blog series, we looked at the basic differences between cloud native and cloud hosted models and in part...
View Article5 Best Practices for Effective Customer Satisfaction (CSAT) Surveys
Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go...
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