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As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customer interactions in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of…

Does your company have a true understanding of what your customers want, need and think? Specifically, how do your customers feel about your customer service? Have they embraced your new, leading-edge, AI-enabled chatbots? How about the latest digital channels? Or are they still most satisfied with a phone call with a competent agent? And what about your company?…

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions.1. What Do Customers Want?Consumers want great experiences. They want interactions that are quick and easy; they want their issues resolved; and they…

Envera Health provides contact center services to a variety of healthcare providers — physician practices and others — throughout the U.S. In a complex industry that deals with sensitive information, and where patient privacy is paramount, Envera has set out to provide exceptional experiences for every patient who calls. Envera utilizes NiCE CXone call center software solutions…

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 progress to meet…

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using quality management analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate…

Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center…