Blog

In January we announced Direct Interactions, Inc. as a new customer of NICE CXone's cloud contact center solutions. Direct Interactions is a unique call center provider in that 100% of their agents work from home. While Direct Interactions is headquartered in the Seattle area, their agents are spread throughout the country with some agents able to work from their homes located in...

Are you wondering what the term “customer journey” really means? Our White Paper entitled “The Customer Journey: The Five Things You Need to Know Now” elucidates the concept of the customer journey and how it affects all aspects of service provider interactions.

Customer Journey maps are one of the best tools available for effectively managing CX programs, which begin and end with deep understanding of customers’ needs and wants. Since VOC plays a major role in contributing to journey maps, companies must always be in the lookout for direct and indirect customer feedback. After listening to VOC appropriate actions must be taken, and employees must be given enough freedom to respond appropriately. Genuine company – or, agent - responses lead to increased customer loyalty. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

Being a CMO is hard work! Between dealing with channel marketers and getting buy-in from the rest of the company for all you want to accomplish, it is by no means an easy position. However, the good news is that there is so much great advice, ideas and insights out there to get you through the tough times. This week we found 5 perceptive articles that offer a range of ideas for how to meet the challenges we face as CMOs. We hope you enjoy them! Feel free to bookmark them for future reading. Let us know what you think by leaving a comment @NICE_CX.

“People play differently when they are keeping score”… I nearly jumped out of my seat when this phrase was included in a speech at 2014 Interactions.  The philosophy is referenced in The 4 Disciplines of Execution series.  The words perfectly relay my sentiments on why QA scores matter!

One of the best tools to improve customer experience is customer journey maps. These maps identify traces of interactions and experiences left by your customers while dealing with your products and services, and can be of immense help in pinpointing pain areas. However, one must understand that journey maps are not tools in the true sense, but can show the right areas to focus on as part of customer experience optimization.  It is the company culture that will help in realizing the true potential of journey maps.

In today’s hyper-modern world, consumers are looking beyond typical customer service. Expectations for infinite choice, instant response, and effortless and personalized experiences are higher than ever. The contact center plays a vital role in meeting these extraordinary experiences. Self-service isn’t enough for demanding consumers. Contact center agents are the critical lynchpin in the customer journey. A study recently...