Blog

Across the healthcare industry, the COVID-19 pandemic highlighted the need for robust insights into patients and their sentiments.

NiCE is lucky to have an abundance of riches—I’m speaking of data, of course. Through our proprietary AI built just for CX, we’ve gathered data for over three decades amounting to billions of interactions.

As the world increases the speed and volume of digitalization, data collection has expanded like never before. This data is typically collected for single-use purposes before being stored in a server on-premises or an off-site data center and never used again.

You forecasted that your contact center would receive 100 calls and 50 chat requests each hour during today’s morning shift. A quick count at 11 a.m., however, reveals that you’ve actually gotten 20 calls and 90 chat requests each hour—a far cry from what you’d anticipated.

Signs are already pointing to a busy holiday shopping season. Spending on nonessentials is trending up despite higher interest rates, inflation and a cooling labor market.

The healthcare industry is under tremendous pressure to meet the high standards of customer service that consumers have come to expect from online retailers.

CX used to be simpler. The call center interaction was the equivalent of a customer going into a mom-and-pop shop where an eager representative waited in greeting, “How can I help?” That was essentially the straight path from friction to friction-free back in the day. Short, sweet. But today, CX is more complex to manage as it strives to resolve frictions in keeping with faster times and heightened customer expectations throughout complex multichannel customer journeys. It calls for a complete performance approach.