Blog

Contact center customer experience (CX) leaders say adapting to client needs is the No. 1 goal driving their digital transformation activities, according to a recent report by Aberdeen.

Imagine trying to settle a new continent or explore a new planet – so much would be unfamiliar, including unmapped areas, suspecting locals, and not even knowing what you don’t know. Now, think of your contact center agent, similarly sent off into the new era of digital everything – still trying to deliver exceptional customer service, but under pressure, a lone pioneer in a new territory, and challenged in unprecedented ways by the change in culture and surroundings.

A half-baked digital platform isn’t enough to keep up with the demands of a digital world. Often, what’s really required is a system that keeps up with thousands of simultaneous interactions and can meet customer needs and match the complexity of every exchange. Check out these short videos to learn how you can implement a knowledge management platform to upscale your self-service and deliver impactful customer experiences 24 hours a day, 7 days a week.

Did anybody else lose touch with friends during the pandemic? Working remotely and living in this segmented new normal has had its challenges and has done wonders at separating us from one another. Becca Jensen has certainly felt the disconnect and for that reason has decided that her New Year resolution is to let a few friends know that she has been thinking about them. Cards won’t cut it. She wants to send something more meaningful: Flowers!

Do you wish you had a crystal ball that would tell you what 2022 has in store for your contact center? We're not fortune tellers, but we do have plenty of insights about what lies ahead.

Going digital requires an uplevel in agent skills. Download "New Agent Training Tips for Today’s Digital World" for useful information about preparing your agents for your digital transformation.

When it comes to quality management, most contact centers today have what can be considered a basic program, with a lot of manual processes. At PSCU, the largest credit union service organization in the United States, a partnership with NICE enabled the organization to fast-track its quality automation and mature its quality program in short order.