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In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part. In fact, the results of a study published in the Harvard Business Review* revealed that reducing customer effort is a better way to build loyalty than trying to delight customers.

Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn't be used just for the sake of it - organizations should use it for very specific purposes to drive business results. The secret to AI success isn't in the adoption of AI, it's in how you use it.

Over the years, companies have invested heavily in technologies to fight the fraud that occurs over digital channels, fine-tuning capabilities and protection for the web, mobile, and chat.

The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.

Many contact center directors and managers are already familiar with sophisticated workforce management solutions, like NICE Workforce Management (WFM), that automate forecasting and scheduling. But leaders often haven’t considered other workforce management functions that are ripe for innovation in enterprise technology.

The digital customer journey is very different from a physical shopping experience, yet it is very much the same. With the ever-changing needs of the consumer, it can be difficult for businesses to keep up and ensure that customers have a seamless buying journey from start to finish and beyond.

The quality of service delivered by small business call centers used to be limited by the functionality of their PBXs or VoIP services. Modern call center software features that can transform the customer experience (CX) were only available to the big guys with their big wallets.