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Government agencies often struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. Aging call center software can become a major hurdle. Necessary upgrades to provide a modern omnichannel customer experience are often prohibitively expensive, or simply not possible. Citizens increasingly expect the same levels of service they…

What do you do for two hours every day? Commute? Read? Sing? Daydream?

You know it’s time to take your contact center’s CX to a new level. But moving to the cloud can seem daunting. Where do you start? What do you do next? Help has arrived to make your transition an informed, smooth and phased process. Our webinar, Up Your CX Game: Buyers Guide for Moving to a Cloud Contact…

If you had the choice of selling to a customer base that’s happy or for a company that has a stellar reputation for customer service, compared to the opposite that would be a no-brainer decision. The quality of service customers receive when contacting a business has a direct impact on sales success and company revenue. Here’s just…

In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience. CX matters to a company’s success – and can be more valuable than product features, aggressive pricing or innovation.New ChallengesTo date, Customer Experience wins have been felt in the early parts of the customer journey – particularly around tailored…

As a major wholesale distributor and direct-to-consumer seller of dietary, and health and beauty products, Basic Research was using a variety of contact center technologies that didn’t always work well together. But by switching to NiCE CXone call center software, the company has sharpened and expanded its customer intelligence, empowered its call center agents with better information…

Too much information, known as data saturation, is a real problem for many contact centers. The digital explosion has led to a proliferation of data, and our ability to collect it has evolved far more quickly than the ability to manage and use it.