Blog

To say that manually evaluating calls is costly and time-consuming is an understatement. It’s a process rife with subjectivity, which can create an atmosphere of animosity and cause organizations to miss opportunities to improve the customer experience. NICE Enlighten AI is designed to overcome those barriers – and more – to drive customer-centricity with purpose-built AI.

Robotic process automation is one of many ways artificial intelligence can be used beneficially in contact centers. RPA can automate repetitive tasks, which makes agents' jobs more engaging, increases contact center capacity, and improves accuracy. Other AI solutions can yield similar benefits.

Happy birthday to the General Data Protection Regulation (GDPR). It’s been around now for three years and counting, but in that short time, privacy regulation has only become more and more important.

By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates. Taking care of customers is as important as ever these days because their expectations are increasing, and loyalty can be fleeting. As the late US football coach Vince Lombardi said, "It takes months to find a customer… seconds to lose one.”

This blog is the fourth in a series on digital channel management. In the previous installment, we talked about how simultaneous interactions affect staffing requirements.

Contact centers are at the heart of a company’s relationship with its customers. In no other business function do you see the exchange of ideas and feedback that happens between agents and customers during support interactions. This conversational information, plus a wealth of operational statistics, make contact centers a treasure trove of customer data.

As many corporations continue to work from home, there is increased demand to maximize solution productivity and effectiveness. When it comes to workforce management, there’s a two-sided imperative: keep the workforce engaged and happy and, at the same time, increase customer satisfaction while cultivating brand loyalty. It’s a complicated juggling act that takes extreme focus and consistent, proper data-driven adjustment.