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Before modern avionics, pilots set a fixed point on the horizon and flew their planes using a center stick and right and left rudder pedals. These controls allowed the pilot to keep the airplane on course by controlling altitude and direction. Likewise, call center KPIs and benchmarks act as controls to establish direction and to…

In recent years businesses have been rapidly changing the ways they interact with customers and employees by delivering an Experience Transformation. These changes are in response to radical shifts in experience expectations, enabled by technology platforms (e.g. mobile, social and digital) that offer self-empowerment, flexibility and immediacy. NiCE is at the forefront of empowering organizations to transform the experiences they deliver. In this blog post, I will cover Hyper-Personalization, one of the essential pillars needed to successfully accomplish this and explain the role NiCE’s solutions play in making it a reality.

Paul Jarman, NiCE Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. In fact, Paul believes that in the next five years there will be more transformation in the customer experience space than in…

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics. Let me tell you why, but before that, have a look at what…

Today, NeoNova’s 180-or-so agents working in three contact center and remote locations provide support and technical help—upwards of 75,000 phone, email and chat interactions annually— for rural customers of its regional internet service provider clients. But for years, the company had been using an outdated, on-premises contact center system that had severe limitations—it could handle only calls and…

Stop and think. When was the last time you called your healthcare or health insurance provider? How did that conversation start? In many instances, the voice on the other end of the line asks “May I get your last name and date of birth?”. Then he or she will call up details about you, your history, active prescriptions, upcoming appointments and other medical details, often including home address and method of payment.

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text, organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels. This is…