Blog

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it. For contact centers, it’s an ideal opportunity to rise to the challenge.

Contact center representatives and agents are always on: Their roles require them to be continuously engaged while interacting with customers. They’re called on to switch between multiple skills or channels while maintaining high levels of accuracy and thinking on their feet – all while staying positive and responsive to customer needs.

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.

Maureen has served as the Director of Business Applications for the NICE User Group Board of Directors since 2016.

The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo. In most cases, it is personal information that is leaked, but those problems compound for both users and companies when payment information is exposed.

With business continuity and crisis mode becoming the new norm as we all weather the turbulence and uncertainty of the COVID-19 storm – Attended Automation helps maintain service consistency and process efficiency, keeping your remote employees engaged and on-target.

Headset charged? Internet connection solid? OK, great, because we have more to talk about – your customers and their needs. We have all migrated our daily lives into a work from home setting, and we are doing our best to adjust quickly and beat the coronavirus pandemic.