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A successful customer interaction with an agent depends on the agent’s ability to engage and connect with the customer. Today, 60 percent of consumers end a customer service interaction with an agent due to lack of engagement. It’s no surprise then that these consumers also report dissatisfaction with the level of customer service they receive. Recently, NiCE surveyed more than 3,000 consumers across the US and UK to understand their customer service interaction preferences and a key takeaway from the 2019 State of Analytics in Customer Service survey is that the role of intelligent analytics is critical in ensuring a personalized customer experience. Moreover, the research shows that analytics-driven interactions are key to a successful omnichannel approach.

At one time or another, everyone buys something on the internet. For some it’s a 2:30 am purchase of a waterproof radio that sticks to the shower wall, and for others it’s a simple pair of pants. The point is, everyone does it, and everyone remembers their first time. If you’re like me, you approached your first…

They say the journey of a thousand miles starts with a single step. So I’ve been thinking: is it possible to sum up all the knowledge of the world’s pioneers of innovative digital customer service into one quick and easy step that any brand can take? Well, the short answer is no. But by looking at examples from companies…

Agility and ease are key concepts in digital customer service, regardless of your industry or the size of your business. We recently collaborated with T-Mobile, one of our clients, to learn more about how they offer better, more efficient digital customer service. Here’s what we found out. T-Mobile was facing a commoditized market and needed to differentiate beyond price…

It’s impossible to deny the critical role social media plays in business strategy. Although social media is now widely accepted as a marketing channel, brands still grapple with the best way to leverage its full potential for customer service. ICMI research indicates that more than two-thirds of contact center leaders believe social media customer service is important, yet only 41% of contact…

A company without Twitter for social customer service is like a bird without wings. Or maybe a bird with wings but no feathers. The point is, Twitter is an ideal social customer service channel, and companies that aren’t using it—and using it well—are missing out, not only on ways to take great care of customers, but to grow…

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. It’s a bit like the plumbing in your house. The pipes are laid when your house is built, and it’s always running in the background and powering appliances like your dishwasher, washing machine, etc., but you’re not regularly…