Blog

Like everyone else, contact center BPOs (business process outsourcers) are emerging from more than a year of drastic and unforeseen upheaval. How have BPOs weathered this challenging period? How are they navigating this still-changing landscape and a “new normal?” And, what does the future look like in the world of BPOs?

If you're new to chatbots, it can be difficult to envision where a bot makes sense in your organization's customer journey. Looking at how other companies have deployed and are successfully using bots will be both helpful and can inspire you to move forward with your own solution. This article will provide real-life examples of effective chatbots plus tips for identifying and implementing the best chatbot for your contact center.

This blog is the third in a series on digital channel management. In the previous installment, we talked about how the proliferation of digital channels is calling long-held assumptions about workforce management into question.

AI can yield significant benefits when it's used properly and ethically. Applying AI in the contact center can improve accuracy, efficiency, and the customer experience. If your organization doesn't use AI yet, it's probably just a matter of time. Be sure to consider ethics and data security beginning Day 1 of your project. Designing your solution right and putting good standards and governance in place will help ensure your solution isn’t creepy.

Today's contact center analytics can give leaders unprecedented insights into operations and identify if they're delivering the experiences customers expect and value. Artificial intelligence (AI) can take standard contact center data and transform it into actionable information about customer behavior, agent performance, and operational efficiency – key information that can’t be ignored for the modern contact center.

With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform—and elevate—every customer interaction.

The year of COVID has passed, the dust has settled, and we find ourselves in the “new normal” where more workplaces have become either permanently remote or blended. Remote work has plenty of benefits, but given the physical distance, many new challenges have risen, making performance management more dynamic than ever before.