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Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the…

Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business, including 250 call center agents who support over 10 languages. Three third-party call centers take calls during off hours and…

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. But are all channels equally effective at delivering a high-quality experience? And do companies understand consumer perceptions about their actual experiences? We surveyed over 900 decision makers in…

Practice makes perfect, right? But in business sometimes there’s no time for practice. You’ve got to be perfect now. At NiCE CXone, we’re always thinking about digital customer service. We love finding ways to make customers happy and helping businesses raise the bottom line while doing it. We do the practicing, so you don’t have to. We’ve looked at the trends, we’ve…

Digital is the new norm, and it’s disrupting the way customers communicate with brands. With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency. They struggle…

Adoption of Robotic Process Automation (RPA) is soaring in most industries, a trend that is creating enormous demand for professionals with the technical and business skills to drive through successful automation projects. We are answering this demand with a range of training, knowledge resources and programs to help our customer and partner communities to successfully scale their attended and unattended automation initiatives.

Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most…