Blog

When a customer reaches out to an organization, they care about one thing – getting the right information, answer, or successful and rapid completion of a transaction. Customers are not concerned about which department they are supposed to contact, only that their issue is addressed and resolved

No one would disagree that technology has improved customer service exponentially. Technology continues to enable contact centers to operate more efficiently, to be responsive in real time, and to create customer experiences that exceed their expectations, especially across an expanding array of digital channels.

As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Don't set out just to replace "like-for-like." Instead, imagine what features like new self-service capabilities, intelligent routing, and a unified agent interface could do for your customer lifetime value.

CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses a variety of applications, and it may be challenging to convince internal stakeholders of AI’s value.

The science of customer analytics has become increasingly sophisticated – so sophisticated, according to a report by Ventana Research, that organizations that try to assemble and develop their own analytics often find their customer analytics initiatives to be unmanageable and unreliable, with significant wasted time and effort and a less-than-optimal time to value.

NICE CXone infuses AI across all areas of the platform—from chatbots and conversational AI, to scheduling and forecasting, sentiment analysis and real-time agent guidance, just to name a few.

Tell us what you do at Bluegrass Cellular. I am the group manager of retail sales. I have 18 brick and mortar locations that report underneath my umbrella. I oversee day-to-day operations, sales goals, performance management of employees, and also developing those employees as well. The other piece that I have is our Voice of the Customer program where I serve as the product manager for our NICE Satmetrix solution. It was something I didn’t want to give up when moving into the new role that I have right now.