Customer Experience

Submitted by Anonymous on Wed, 06/16/2010 - 15:11
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Today’s customers demand service when and how it’s most convenient for them—by phone or in person, on the Web, via self-service or chat. Offering multi-channel customer service is a must for the modern contact center. Yet, it complicates the already dizzying array of ongoing, multifaceted interactions and transactions between customers and organizations, or Customer Dynamics. And it makes it difficult to provide a consistent and compelling customer experience across all communication channels.
 
NICE SmartCenter Customer Experience solutions empower businesses to harness their Customer Dynamics to deliver a customer experience that differentiates them from their competitors, expands wallet-share and drives customer loyalty.

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First Contact Resolution

First Contact Resolution
Identify the drivers of repeat contacts across multiple communication channels to address customer requests in a single interaction

Customer Satisfaction

Customer Satisfaction
Uncover the intent behind customer interactions and the root cause of dissatisfaction