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Of all the communications channels, the web chat channel is quickly emerging as the leader in customer satisfaction and as a channel that improves agent efficiency, productivity and engagement. A growing body of research, as well as companies’ experiences with the chat channel bear out chat’s many benefits. In our webinar, Boost Contact Center KPIs with…

Business in 2019 looks dramatically different than it did 30 years ago. One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity…

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The move to NiCE and the NiCE CXone cloud platform came soon thereafter. “It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. By the time the home improvement and furnishings company…

The last couple years have seen an important turning point for customer service and customer experience. Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving. Many companies recognized the importance of digital customer service and CX as key differentiators. 89%…

“Why is that aircraft in San Salvador?” A customer posted the message along with a photo of the plane’s tail number on JetBlue’s Facebook page. It might seem like a trivial question, but the social care agent who responded knew it was important to the customer. There are aviation enthusiasts whose hobby is vicariously traveling around the globe by tracking an airline’s fleet of…

Here’s the problem: 91% of customers expect a seamless experience when moving from one method of communication with a company to another (e.g., chat to phone). Yet only 24% of businesses give themselves an excellent rating in providing this seamless customer experience (CX). So, what are these stand-out organizations doing that the other 76% aren’t? You can…

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.