A commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting on behalf of NiCE in December 2020 found that an organization that deploys the NiCE Enlighten, Nexidia Analytics and Quality Central solutions can benefit from a 268% ROI and a Net Present Value of $18.58 million.
Blog
Transforming customer experiences
Your search for Customer Experience returned 347 results.
As an IT or business professional working on a robotic process automation (RPA) program, you may be using a tool like NiCE’s Automation Finder to uncover process automation opportunities. As valuable as this functionality is, wouldn’t it be even better if you could transform these recommended processes into live automations with a click of a button? We agree, which is why we have introduced the industry’s first true Click to Automate feature in NiCE RPA version 7.4.
Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers. Customers today require a lot more attention than they might have a few decades ago. People today are used to having their needs met instantaneously; doing otherwise can lead to a loss of business.
You may remember us teasing the release of NTR-X late last year, with the promise to be the first, and only, all-in-one communication recording and compliance assurance solution. It’s with great excitement that I’d like to announce that we’ve successfully launched NTR-X!
When we talk about the “customer experience”, some also think “customer journey” and mistakenly use these interchangeably. These terms can be confusing and difficult to follow, but it’s actually a simple distinction. First, yes, they are two different things. Second, yes, they both require your attention. What’s important to realize is that the journey is much more insightful for business planning and growth because it offers a more detailed look at every move the customer makes.
Life in the contact center can feel like a collective emotional journey, and that was never more true than in 2020. You and your customers rode the waves of the uncertainty that defined the year. There was disruption like never before. Contact centers had to adapt quickly to serve customers who were anxious and seeking help. Contact center traffic was also inconsistent and unpredictable. Combine this with the need to suddenly disperse the workforce to their homes and it was a rollercoaster of a year! Ready to prepare for the unexpected? Here are five ways to plan, prepare and provide for your contact centers, your agents and most of all, your customers.
“I have terrible news,” your boss wrote in an email late last night. “The project has officially been delayed.”