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The increase of digital touchpoints in consumer behavior in recent years is not a new revelation. From searching on Google and browsing websites to using apps and clicking through social media, the bulk of our day-to-day has been spent online with information at our fingertips (or at the click of our mouse).

In a recent study on self-service in businesses, Metrigy, a research firm focused on customer experience and contact centers, found that a full 100% had plans for integrating self-service.

Contact centers collect and generate huge amounts of customer data, but without the right technology it can largely go to waste. That’s kind of like keeping a priceless Monet in the attic because you just can’t find the right frame for it.

In October 2021, NiCE concluded Japan’s first BPO partner agreement with NTT Marketing Act ProCX Inc. and began providing licenses for its contact center quality management platform. What led to the Contact Center Award 2022?

Your Voice of the Customer (VOC) program is a rich source of data that, when used properly, fuels and informs your customer experience (CX) strategy and provides your company with a significant competitive advantage.

Providing a great customer experience is at the center of every contact center strategy, but what about providing that same great experience to one’s employees?

There is a deep chasm between the data-haves and the data-have-nots. Some companies can mine customer service data to refine their CX, while others drown in data that they do not use effectively.