Positioned on the frontlines of a digital revolution, modern-day contact centers must embrace the new multi-channel world. Voice, chat, and email no longer suffice. Today’s customer wants to be able to engage with businesses where and when they choose, be it on an app, on social media, or through text.
Blog
Transforming customer experiences
Sometimes, providing exceptional customer experience (CX) is all about preventing customers from becoming more disloyal rather than creating raving fans. It may be odd to think about customer retention this way, but that’s what happens when your customers expect effortless customer service.
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.
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).