Your Voice of the Customer (VOC) program is a rich source of data that, when used properly, fuels and informs your customer experience (CX) strategy and provides your company with a significant competitive advantage.
Providing a great customer experience is at the center of every contact center strategy, but what about providing that same great experience to one’s employees?
There is a deep chasm between the data-haves and the data-have-nots. Some companies can mine customer service data to refine their CX, while others drown in data that they do not use effectively.
Customers want the companies they interact with to be proactive. They want companies to know them as customers, to act in their best interest, and to anticipate their needs.
Chatbots and virtual agents provide a number of benefits, and as technology evolves, they will progressively play larger roles in how businesses provide customer service and deliver superior CX.
The pandemic accelerated the adoption of digital channels for customer service, and the implications for contact centers extend far beyond capital expenditures and investments in technology to also include how they manage the contact center’s most valuable asset—its workforce.
Holiday season sales are critical to retailers. In fact, November and December sales traditionally account for up to a quarter of the annual sales of department stores and specialty retailers.
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NICE named a worldwide Leader in 2024 IDC MarketScape CCaaS report