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We’ve just concluded 2020 Planning for Uncertain Times – Practical Tips for Contact Center Leaders, a great webinar series where our speakers discussed the can’t miss investments that you should be making. What I truly enjoyed was the engagement of our audience. Their participation in the Q&A gave speakers the opportunity to address a great deal of questions. There were so many questions that we ran out of time to address them. So without further ado, here are the responses to the 3 questions we did not get to:

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups. But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of...

The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore had...

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report, a key finding states “Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics to...

Time takes its toll on your IVR system, just like on everything else. It is good practice for any contact center and IVR, regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service, to conduct regular reviews. However, customer needs or business requirements may not wait for your next scheduled...

Vera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. They are passionate and love sharing photos of the products and how they use them every day. It’s all part of a robust customer experience, a central focus for a company that’s grown over the years by not only listening to but delighting its...

At NICE we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? The traditional example is an inbound phone call. But in today’s digital first world, that definition also...