Blog

I bought a new “assemble-it-yourself” desk and chair last month to better accommodate my work-from-home lifestyle.

Would you ever get a retail or office space, hang a sign outside with your business’s name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less?

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Leading them to the end state requires a thoughtful and organized approach. Download our new eBook, Change Management Blueprint for Contact Center Digital Transformation, for expert advice about change management best practices.

People today are more connected, digitally, than ever before. Digitalization and technological advancements have fueled the adoption of connected devices, which are expected to reach nearly 31 billion units by 2024.

Demand for self-service is soaring. Consumers expect more than ever, beginning with the 24/7, always-available convenience of finding solutions to their problems themselves. Though most businesses now offer at least one self-service app, a Gartner survey found that just one in 10 customers report resolving their issue using self-service entirely.

Our experts help you understand customer lifetime value and how to increase that value with NiCE CXone for call centers

There’s no question that the COVID-19 pandemic has been harder on some segments of the population than others, and researchers have documented a huge spike in vulnerable customers as a result. In fact, one study found that fully 53% of adults display some characteristic of vulnerability, in large part due to layoffs, reduced hours at work or low financial resilience.