Smart self-service is core to NICE’s vision of CX interaction fluency. With CCaaS in such high demand today, it’s hard to imagine the term disappearing from our communications lexicon. But…
Read More
As we advise enterprise customer experience (CX) leaders, one fairly consistent area of deficiency is using automation to improve agent performance and/or customer satisfaction. Sure, most companies use some automation,…
Read More
Content collaboration is merging with unified communications. Are you prepared? Unified communications (UC) strategies for the last several years have largely focused on the consolidation of real-time applications, including calling,…
Read More
Enterprise social software can help organizations build communities to support employee engagement in the hybrid workplace. But IT leaders need to weigh how to manage communities. Working toward creating an…
Read More
Despite Uncertain Economy, CX Technologies in Demand Being in a customer experience technology role comes with a certain amount of job security. Consider these recent Metrigy research findings: The majority…
Read More
Even as hybrid work gains traction and video communications grows, some employees still prefer using desktop phones. Supporting these devices means making sure they're up to date. When it comes…
Read More
Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX. When organizations empower customers to help…
Read More
As most organizations now have hybrid workers, virtual collaboration is a priority. Here's how integrating Microsoft Teams with Loop components can enable effective collaboration. Today's workforce is hybrid. On average,…
Read More
HR and IT must collaborate to understand how employees engage with each other and encourage that employee engagement. Many businesses have found themselves either redesigning an existing employee experience strategy…
Read More
Factors from team location to device provisioning will vary, so pay attention to what works for your organization As companies continue to determine their best approach for supporting hybrid work,…
Read More
