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As customer experience becomes crucial for brands to survive and the future evolves at rapid pace, NICE CXone has put its world-leading cloud-based contact centre solution, CXone, to the test with Toyo Tires (Australia & New Zealand) in a simulated contact centre experiment in a hot air balloon over Canberra.

Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers. Customers today require a lot more attention than they might have a few decades ago. People today are used to having their needs met instantaneously; doing otherwise can lead to a loss of business.

You may remember us teasing the release of NTR-X late last year, with the promise to be the first, and only, all-in-one communication recording and compliance assurance solution. It’s with great excitement that I’d like to announce that we’ve successfully launched NTR-X!

Now that 2021 is upon us and there is a faintly visible conclusion to the pandemic, the question remains – will public sector contact centers revert to the models they had relied on prior to COVID-19? The answer is unequivocally NO. Regardless of how the adoption of new flexible models in the contact center arrived (and yes, the speed with which it was done amid the pandemic was a painful way to do it) the reality is, it’s done. Contact center leaders have made the pivot.

As customer service becomes increasing digital, contact centers must handle a larger variety of channels than ever before. A recent study by the Society for Workforce Planning Professionals (SWPP) found that more than 62% of agents now handle phone calls as well as other channels like email and web chat. On average, the study found, contact centers now handle phone calls plus four additional channels.

Do you ever feel like you’re running a cost center rather than a contact center? Without performance management you may be experiencing high attrition rates and training costs, or low productivity and engagement rates, which can make the contact center feel like a necessary evil – rather than the true value-added function it is.

Banks and their employees are under enormous strain during these extraordinary times. Robotic automation solutions can help them to improve operational efficiencies, improve the employee experience and enhance customer service as they navigate the pandemic landscape.