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Contact centers are busy these days with major initiatives. The 2020 lockdowns revealed gaps in contact center resiliency that many organizations are now trying to plug. For example, our most recent survey of contact center decision-makers revealed that 66% of organizations not currently using cloud-based call center solutions are accelerating their move to the cloud as a result of the pandemic. The same study revealed that 52% of businesses plan to invest in artificial intelligence in the next year, which can strengthen business continuity as well as streamline operations, and improve CX. Busy times, indeed!

This blog is the fifth in a series on digital channel management. In the previous installment, we talked about the challenges asynchronous interactions pose

Software that can benefit customers, employees, and businesses, sounds a little too good to be true, but that's exactly what modern customer service management software is capable of. Companies are fighting battles to win and keep customers based on the experiences they provide, and using the right software in their contact centers could give them the competitive edge needed to win.

To say that manually evaluating calls is costly and time-consuming is an understatement. It’s a process rife with subjectivity, which can create an atmosphere of animosity and cause organizations to miss opportunities to improve the customer experience. NICE Enlighten AI is designed to overcome those barriers – and more – to drive customer-centricity with purpose-built AI.

Robotic process automation is one of many ways artificial intelligence can be used beneficially in contact centers. RPA can automate repetitive tasks, which makes agents' jobs more engaging, increases contact center capacity, and improves accuracy. Other AI solutions can yield similar benefits.

Happy birthday to the General Data Protection Regulation (GDPR). It’s been around now for three years and counting, but in that short time, privacy regulation has only become more and more important.

By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates. Taking care of customers is as important as ever these days because their expectations are increasing, and loyalty can be fleeting. As the late US football coach Vince Lombardi said, "It takes months to find a customer… seconds to lose one.”