Blog

At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. For example, if they just want to know their account balance. Before I go deeper into WHAT an IVR is, I think we…

Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service. If you’re a small business without a call center today, why should you create one? Almost every business interacts with its customers in some way, usually by phone. You may have multiple people…

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. In our NiCE CXone CX Transformation Benchmark, chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. According to WhosOn, 68%…

Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking. Callers to the centers encountered a…

Agent involvement in the call center quality management process can make a world of difference to a quality department’s ability to achieve its business goals. By giving agents the right tools to understand their performance and empowering them to improve, you can drive personal accountability and make agents partners in quality management.

At Interactions EMEA 2019, NiCE’s flagship annual customer conference in London, you’ll have a premium tiered seat to incredible educational opportunities that will reveal the latest tools and solutions you need to improve and scale your business.Join us at The O2 Cineworld for over 25 sessions and 6 inspiring and innovative breakout tracks and deep dive into Workforce Optimisation…

Most contact centers share a goal of delivering excellent customer service. But how many truly achieve that objective? Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your…