Though much of the Customer Experience (CX) discussion today focuses on non-voice, digital channels, the truth is that the majority of interactions depend on good, old-fashioned voice. What’s more, the…
Read MoreSmart 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 MoreAs 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 MoreDespite 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 MoreCustomer 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 MoreHigher CX spending correlates with success in revenue, costs, customer satisfaction, and employee productivity, according to Metrigy’s research.
Read MoreResearch proves the business benefits of centralized management of Voice, Video and Network Performance across hybrid workforces. With inflation hitting an all-time high, interest rates rising, food and gas prices…
Read MoreLoyalty programs can help organizations retain their most valuable customers with special offers. Additionally, they can gather useful marketing data, increase referrals and more.
Read MoreSuccessful financial institutions are on a never-ending quest to improve their customer experience. Leaders at these institutions know that continuously raising the bar on customer expectations and interactions can drive…
Read MoreHere’s how customer experience leaders are making decisions—and what they want from you. As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly…
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