Companies are increasingly adopting and spending on self-service and conversational artificial intelligence to improve Customer Experience (CX). Artificial intelligence (AI) and machine learning (ML) bolster self-service, with data and automation…
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In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.
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While the lyrics to The Who’s song “Going Mobile” refers to going home, going mobile has increasingly become a way of life for the hybrid worker regardless of location. Until…
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As adoption of Unified Communications-as-a-Service (UCaaS) has grown, many organizations are continuing to rely on custom-hosted, on-premises, or hybrid solutions to meet their communications needs.
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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…
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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,…
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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,…
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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…
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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…
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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…
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