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The annual Consumer Wave of the NICE Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers. The study polled more than 2,500 individuals in the United States, United Kingdom, Australia, and Canada during September 2020 – specifically consumers who had communicated with a company through a customer service experience in the last three months. Here are the three major subjects we explored in the consumer research and what they mean for the future of customer expectations.

One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment. Additionally, the study found that investments in analytics correlate to strong business outcomes. For example, 23% of businesses that widely use analytics experienced an increase in revenue despite the pandemic.

When you manage a team of employees, you fulfill a number of roles. One of those roles is “coaching to improve performance.”

NICE has achieved the highest overall position for its ability to execute in the just released Gartner 2020 Magic Quadrant for Contact Center as a Service (CCaaS). NICE has been placed as a Leader every year since this Magic Quadrant’s publication starting six years ago.

If Blondie’s number 1 hit ‘Call Me’ (released in 1980) was rewritten for today, it might have been ‘Let’s Chat,’ ‘Text Me’ or have alluded to some other method of communication. After all, today we’re just as likely to text, video call, or chat as place a phone call. And with more people (including regulated employees) working from home, using mobile phones, unified communications and instant messaging apps, these new ways of communicating are spilling over into work as well. The big difference is – regulated employee communications are subject to regulations.

Having an extensive network of active partners—and being a partner to other companies—is a critical driver of business success for NICE, as well as for our partners. The company was recently recognized by three Master Referral Partners for our significant contributions to the respective partnerships—and to growing sales—for each.

An ACD is essential contact center technology. Without an ACD, the operation would be in disarray, which is why it is indispensable for every contact center. However, ACD capabilities vary widely across vendors, meaning just because a call center uses an ACD doesn't mean they are reaping all the benefits that the best ACDs can provide. Learn the capabilities of industry-leading ACDs and how those capabilities positively impact operations and customer experience (CX).