What do you get when you have 16 organizations that are leaders in their own industries—but also use NiCE contact center software solutions in extraordinary ways to drive digital interactions that create frictionless experiences for their customers? A diverse group that’s raising the bar on customer experience–which earned them a 2022 CX Excellence Award.
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Transforming customer experiences
Today’s consumers increasingly prefer to solve their customer service problems on their own. In fact, research shows that more than 81% of customers will try to fix their issues on their own first.
When customers contact a brand, they expect to find the information they seek without encountering much friction. Nothing is more frustrating than spending a lot of time searching for answers; except perhaps receiving incorrect information or hearing the dreaded, “I don’t know,” or, “I can’t help you.”
What do weddings, the World Series, and contact centers have in common? They all require immense amounts of advance planning to be successful.
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.
