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TRANSFORMING CUSTOMER EXPERIENCES

The NICE inContact Blog


THESE 15 IVR SYSTEM DESIGN TIPS WILL TAKE YOUR RESULTS FROM CUSTOMER ENRAGEMENT
TO CUSTOMER ENGAGEMENT

by Michelle Melland
November 03, 2020
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Interactive voice response (IVR) systems are the gatekeepers to the contact
center. As such, they set the tone for the entire interaction. Does your
gatekeeper welcome everyone in with little friction, or is your IVR system more
like the troll under the bridge, barring the way until customers answer the
riddles correctly? Contact centers can meet self-service goals with their IVRs
while still delivering good CX.
Read More


WHY VOICE OF THE CUSTOMER MATTERS — AND HOW TO GET LEADERSHIP SUPPORT

by Shawna Malecki
November 02, 2020
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In these challenging times your customer’s voice matters more than ever — but
this information can get lost among everything else going on. Even if agents are
distracted and issues are coming up, contact centers must provide the same level
of satisfaction as they would have before. How can you prioritize excellent
service no matter what’s going on in the world? Establish a Voice of the
Customer Program.
Read More


HOW TO GET THE MOST FROM YOUR CONTACT CENTER CALL RECORDINGS

by Michelle Melland
October 28, 2020
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There are numerous reasons to record calls, but leading the pack is quality.
Call recordings play a central role in monitoring, measuring, and improving call
quality. A quality management program without call recordings is like macaroni
without cheese. The pair belong together.
Read More


DIGITAL AND ANALYTICS: A MATCH MADE IN HEAVEN

by Shawna Malecki
October 27, 2020
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What makes the digital and analytics duo particularly sleek is their partnership
holds the key to the future success of your contact center. In a recent Aberdeen
report, 66% of respondents said the reason they are going digital is to improve
CX. And that makes total sense, because you want to be where your customers are,
on every channel.
Read More


COMPLETE BEGINNER’S GUIDE TO OUTBOUND CALL CENTERS

by Michelle Melland
October 21, 2020
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An outbound call center is a customer service or sales operation that makes
outgoing calls to customers or prospects. It's staffed with specially trained
agents who work on-site, remotely, or may work for a business process outsourcer
(BPO). Outbound call centers require unique technology, KPIs, and compliance
requirements.
Read More


WANT TO MAINTAIN YOUR COMPETITIVE ADVANTAGE? MAKE SURE YOU’RE USING THE BEST
CONTACT CENTER SOFTWARE

by Michelle Melland
October 20, 2020
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The Kansas City Chiefs, who won the Super Bowl in 2020, had to come back from
double digit deficits in two other post-season games leading up to their Super
Bowl victory. You might say coming from behind is a competitive advantage for
them. In the business world, success often depends on having a competitive
advantage over your rivals. Maybe your business is successful because you have
the most innovative products and services, or perhaps your competitive advantage
comes from low operational costs.
Read More


DIGITAL CUSTOMER SERVICE IS MORE THAN JUST A CHANNEL

by Lauren Comer
October 19, 2020
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NICE inContact CXone has all your needs covered, from 30+ channels, to
digital-ready workforce management and quality management, all under one hood
with one seamless experience. That way you can spent less time worrying how to
execute your digital transformation, and more time wowing your customers and
engaging your agents.
Read More
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POPULAR POSTS

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 * November 03, 2020
   
   
   THESE 15 IVR SYSTEM DESIGN TIPS WILL TAKE YOUR RESULTS FROM CUSTOMER
   ENRAGEMENT TO CUSTOMER ENGAGEMENT
   
   Read
 * November 02, 2020
   
   
   WHY VOICE OF THE CUSTOMER MATTERS — AND HOW TO GET LEADERSHIP SUPPORT
   
   Read
 * October 28, 2020
   
   
   HOW TO GET THE MOST FROM YOUR CONTACT CENTER CALL RECORDINGS
   
   Read
 * October 27, 2020
   
   
   DIGITAL AND ANALYTICS: A MATCH MADE IN HEAVEN
   
   Read
 * October 21, 2020
   
   
   COMPLETE BEGINNER’S GUIDE TO OUTBOUND CALL CENTERS
   
   Read
 * November 03, 2020
   
   
   THESE 15 IVR SYSTEM DESIGN TIPS WILL TAKE YOUR RESULTS FROM CUSTOMER
   ENRAGEMENT TO CUSTOMER ENGAGEMENT
   
   Read
 * November 02, 2020
   
   
   WHY VOICE OF THE CUSTOMER MATTERS — AND HOW TO GET LEADERSHIP SUPPORT
   
   Read
 * October 28, 2020
   
   
   HOW TO GET THE MOST FROM YOUR CONTACT CENTER CALL RECORDINGS
   
   Read
 * October 27, 2020
   
   
   DIGITAL AND ANALYTICS: A MATCH MADE IN HEAVEN
   
   Read
 * October 21, 2020
   
   
   COMPLETE BEGINNER’S GUIDE TO OUTBOUND CALL CENTERS
   
   Read
 * November 03, 2020
   
   
   THESE 15 IVR SYSTEM DESIGN TIPS WILL TAKE YOUR RESULTS FROM CUSTOMER
   ENRAGEMENT TO CUSTOMER ENGAGEMENT
   
   Read
 * November 02, 2020
   
   
   WHY VOICE OF THE CUSTOMER MATTERS — AND HOW TO GET LEADERSHIP SUPPORT
   
   Read
 * October 28, 2020
   
   
   HOW TO GET THE MOST FROM YOUR CONTACT CENTER CALL RECORDINGS
   
   Read
 * October 27, 2020
   
   
   DIGITAL AND ANALYTICS: A MATCH MADE IN HEAVEN
   
   Read
 * October 21, 2020
   
   
   COMPLETE BEGINNER’S GUIDE TO OUTBOUND CALL CENTERS
   
   Read


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NICE inContact works with organizations of all sizes to create extraordinary and
trustworthy customer experiences that build deeper brand loyalty and
relationships that last. With NICE inContact CXone™, the industry’s most
complete cloud customer experience platform, we enable an exceptional agent and
customer experience—every time and on every channel. NICE inContact is a part of
NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and
on-premises enterprise software solutions.
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