NiCE CXone infuses AI across all areas of the platform—from chatbots and conversational AI, to scheduling and forecasting, sentiment analysis and real-time agent guidance, just to name a few.
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Transforming customer experiences
Tell us what you do at Bluegrass Cellular. I am the group manager of retail sales. I have 18 brick and mortar locations that report underneath my umbrella. I oversee day-to-day operations, sales goals, performance management of employees, and also developing those employees as well. The other piece that I have is our Voice of the Customer program where I serve as the product manager for our NiCE Satmetrix solution. It was something I didn’t want to give up when moving into the new role that I have right now.
In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part. In fact, the results of a study published in the Harvard Business Review* revealed that reducing customer effort is a better way to build loyalty than trying to delight customers.
Over the years, companies have invested heavily in technologies to fight the fraud that occurs over digital channels, fine-tuning capabilities and protection for the web, mobile, and chat.
Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That’s why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn’t be used just for the sake of it – organizations should use it for very specific purposes to drive business results. The secret to AI success isn’t in the adoption of AI, it’s in how you use it.
Ces dernières années, les entreprises ont investi massivement dans les technologies de lutte contre la fraude sur les canaux numériques, en affinant les fonctionnalités et la protection sur le web, les téléphones portables et le chat.
The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.