Blog

With so much emphasis on customer experience (CX) these days, many organizations are investing in new CX technology for their contact centers. In fact, our 2022 Digital-First research revealed that a high percentage of businesses were planning to invest in digital customer support channels such as chat (58%), visibility in search (59%), and website (61%).

In today’s market, all contact center vendors have great technology, so it’s getting harder to differentiate on that basis.

Huge increases in call volume caused by the pandemic stretched some agencies' resources to the breaking point and left many citizens frustrated and without timely access to essential benefits.

As the long run of The Great Resignation slowly fades away, a curious trend of quiet quitting has taken the workforce spotlight.

Selecting new customer experience management solutions for your contact center can be like purchasing a new car.

Government agencies are making progress in improving the quality of the experiences they provide to their constituents. A history of focusing on costs instead of customer satisfaction resulted in unhappy citizens and a bad reputation to overcome (I'll spare you the DMV jokes).

There’s a lot to like about NICE’s latest branding effort, which was rolled out in January of this year. They’ve done a great job, showing a new look, with a new message and a new attitude about a space that is in urgent need of re-defining.