Blog

There is no doubt that COVID-19 is accelerating disruption and speeding up the transition to a digital-first reality. During this volatile era, it is more important than ever for enterprises to drive higher efficiency and productivity.

Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day. There are a lot of other indicators that impact customer loyalty and overlooking them can lead to missing the mark on customer experience. So how do you improve customer loyalty and retention rates? And what contact center metrics should you be measuring to get there?

There’s a lot to consider when making the software choice for your contact center. And this is why NICE CXone is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

I’ve seen technology completely transform since I first started working in London on communication capture – 30 years ago!

A data lake is a repository for storing massive amounts of raw data in its native form, in a single location. It has evolved over the years, from local storage, to data warehouses, and now the data lake concept – with each step, creating better capabilities for companies to store, manage and analyze the growing amount of data generated each day.

See what "easy" customer service looks like and learn the emotional aspects of the customer experience. Delivering the "three E's" of customer service - effectiveness, ease of use, and emotional connections - is a proven recipe for increasing customer loyalty and retention.

When downloading an app, ever wonder about its privacy policy? What does access to your GPS, contacts, and photo gallery have to do with the app at all?