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Download this customer journey map template and advice from Experience Investigators and start mapping your agent and customer journeys today, to get one step closer to delivering extraordinary CX for today’s digital-first reality.

A growing number of organizations are turning to AI analytics-enabled quality to deliver increased speed to insight and fully align quality programs with their most critical business initiatives. At our recent Interactions Live conference, we talked with current NICE customers to hear how they were able to successfully implement an automated quality program – and what other organizations should consider if they do the same.

The success and satisfaction of our customers is our primary focus. The main feedback that the education and onboarding team receive post-training is regarding the positive relationship our customers build with the trainers and onboarding managers they work with. Read more about our customers and their success stories.

This blog is the last in an eight-part series on digital channel management. In the previous installment, we discussed whether workforce managers have to choose between simulation and digital channel support.

For more information about modern call center design, download "The state of contact center transformation in the new digital world." It includes insightful information that can inform your digital transformation strategy. Or, if you’re ready to transform your customer experience and build relationships that last, speak to one of our digital experts to help get you started.

This blog is the seventh in a series on digital channel management. In the previous installment, we detailed WFM controls to meet the challenges posed by a digital world.

Contact centers are increasingly leveraging analytics to unlock valuable insights about customer behavior. By adding context to every interaction, an effective analytics program enables organizations to understand where they need to improve customer experience, why customers are contacting the company, which agents are delivering great service and what makes them successful, which sales offers are working and what customers are saying about the competition.