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Some time ago, my very first job entailed typing up handwritten customer cards for a UK shoe company. Each day a big pile of handwritten cards would be dropped on my desk, and I would proceed to manually type up names, area codes, and dates of birth. I made countless mistakes and by the day’s end, it felt as though some of my brain cells had shut down. Needless to say, after a month I resigned.

Sometimes contact center professionals become so focused on agent-assisted customer service methods that they forget many customers just want to help themselves. A personalized interaction with a competent and engaging agent can be highly satisfying but it isn't always a customer's first choice.

Organizations can train and incentivize employees until the cows come home and still not achieve the performance goals they desire. Furthermore, employees may be trying their best to meet KPI goals and receive the promised rewards, yet they still fall short and are not sure how or what to change. In situations like these, performance coaching can make all the difference.

Cloud transitioning benefits include the ability to reduce costs while increasing data security and improving technical support.

Each year, NICE surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. The NICE Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers. Last year, we discussed the numerous impacts that the global pandemic had on both businesses and consumers. Businesses were fast tracking technology initiatives that had originally been on a 3-5 year roadmap and moving them to the top of the list to adapt to the tectonic shift that the pandemic caused around the world. On the consumer side, consumers were also busy adopting digital channels and alternatives to what they had grown accustomed to as they adjusted to quarantine, lock downs and social distancing. The study and report yields insights into this digital acceleration -- both from a business point of view and a consumer point of view.

“Please hold: Your call is important to us.” It’s a recorded refrain every consumer has encountered at one point, but what happens next varies greatly. Time spent on hold is affected not only by unexpected surges in demand or staffing shortages but also in many cases by operational processes set based on a contact center’s service objectives.

NICE’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users. Businesses looking to keep up with the competition, lower costs, run their operations more efficiently, and realize greater revenues should consider NICE CXone for call center outsourcing. Visit NICE today for more information.