Blog

Political scientist Phillip Tetlock spent nearly 20 years asking experts about their predictions for political outcomes, and what he found “mildly traumatized” pundits, according to The Economist: The predictions made by the group of mostly political scientists and economists he queried were only marginally more accurate than random guesses.

Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now.

A comprehensive guide that explores knowledge management, the role of knowledge management tools, and strategies for future-proof KM. New innovations in knowledge management, like CXone Expert, are helping businesses to boost CX results and drive key contact center metrics.

Download this customer journey map template and advice from Experience Investigators and start mapping your agent and customer journeys today, to get one step closer to delivering extraordinary CX for today’s digital-first reality.

A growing number of organizations are turning to AI analytics-enabled quality to deliver increased speed to insight and fully align quality programs with their most critical business initiatives. At our recent Interactions Live conference, we talked with current NICE customers to hear how they were able to successfully implement an automated quality program – and what other organizations should consider if they do the same.

The success and satisfaction of our customers is our primary focus. The main feedback that the education and onboarding team receive post-training is regarding the positive relationship our customers build with the trainers and onboarding managers they work with. Read more about our customers and their success stories.

This blog is the last in an eight-part series on digital channel management. In the previous installment, we discussed whether workforce managers have to choose between simulation and digital channel support.