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A contact center is no longer a place to just handle calls. Today, there is click-to-chat, email, text, callbacks, and all the digital channels customers use. The importance of customer experience and loyalty has become more important than ever, and technology is improving and changing rapidly. Our goal at NiCE CXone is to help our customers build lasting relationships with their customers because we understand the value and importance of satisfying customers.

If you have great tools but can’t use them effectively, it’s like having a Lamborghini parked in a school zone – regardless of the luxury car’s top speed, you’re not going to get anywhere fast.

Just a few years back, the role of IT in the contact center focused largely on managing complex systems. Today, that environment has changed. As the cloud transformed how companies operate and how consumer prefer (and expect) to interact with the brands they do business with, IT found itself in a new role: that of delivering simplicity everywhere, with solutions that are easy to deploy, maintain and upgrade.

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves?

Artificial Intelligence (AI) is the veritable reigning champion and current all-star industry buzzword. Most people interact with AI daily in some form or another.

A couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters.

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience.