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Challenging times can present opportunities to reassess. Even as they preserve cash and scale back, SMBs need to double down on customer service and the customer experience. Call center software can be a key driver—and a bridge to the other side of the crisis.

By now, most contact center employees have settled into a new at-home routine. Each employee’s situation is unique, with needs that include managing childcare and handling workday distractions from a spouse, roommate or pet. For many contact centers, the impact of this new landscape on customer interactions haven’t been 100% clear. They have much less insight into what’s influencing customer satisfaction than they did in the physical contact center, creating a big question mark when it comes to understanding just what is happening between agents and customers.

In the past few years, the US economy was booming and boasted full employment, which meant that anyone who wanted a job could find a job. It also meant that businesses had to compete harder for talent, especially skilled professionals with hard to find expertise.

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics. Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends. The consumer wave of the 2019 NICE CXone Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital channels and omnichannel service.

If you're a call center looking for software, you have a lot of options to choose from. Similar to cars, call center software packages range from low-cost, low-feature options to platforms with a lot of bells and whistles and a high price tag to match. But, unlike fancy cars, which are often vanity purchases, software decisions are normally driven by requirements and budget.

Today, with an increased demand for #RPA solutions spanning organizations across all vertical markets, the Automation CoE (Center of Excellence) is often faced with a heavy automation pipeline yet insufficient resources to respond quickly.

Digital has far-reaching implications not just for how organizations provide service today, but also for how much more change is coming in the very near future. Those who “win” customer service will need to completely reimagine it—and digital will be central to that.