Blog

While contact centers are thinking about which channels to add, customers have already moved on — to omnichannel — meaning that they expect to interact with your brand through every single channel they are using. Today’s customers are impatient and demanding. A recent study found that more than 57 percent of online consumers said they had unsatisfactory...

Today’s business process outsourcing (BPO) providers face a number of challenges in the market. They need to serve multiple customers with unique needs. They need to be very responsive to meet short windows to launch client campaigns. Finally, clients are increasingly requesting multi-channel support for voice, chat, email, and social media handling. A platform solution to help BPOs...

NICE CXone Product Marketing Manager, Jennifer Waite, sat down with Tom Hoffman of 1to1 Media to discuss some of the important trends in outbound communications and how companies can be proactive with their customer service....

As 2013 winds down, I’ve been reflecting about what we’ve seen change with customer care over the course of the year that will have impacts into 2014. Over the next few weeks I’ll share three best practices that have gained traction and relevance this year and I expect to continue into 2014. The first best practice: offer...

Customers have a fractured journey through contact centers – but it needs to be seamless. This means implementing the right tools for multi-channel. That was the overarching message from guest speaker Kate Leggett, Principal Analyst at Forrester Research during the NICE CXone-sponsored 1to1 Media webinar “Reimagining the Contact Center: A New Vision for Customer Experience Excellence.” A growing number...

Making the move to become a multichannel contact center might seem overwhelming at first, but it doesn’t have to be a swift plunge into the deep end. First, dip in your toes and test the temperature of the water. Identify One Channel & Involve Agents Take a look at the different channels out there, and see which one your...

“Multichannel is here!” exclaimed our Customer Support Vice President. “As you guys read in the CSAT comments and out on social media, our customers don’t just want to talk to us through phone and email anymore. We have to listen to them and give them the channels they want and need!” It seemed that we, like a lot...