Category: Omnichannel

38 blogs
7 common customer service failures you can avoid with the right cloud ACD

7 common customer service failures you can avoid with the right cloud ACD

In these days of striving for excellent CX, it's important to use every tool available. The best cloud ACDs can help contact centers improve experiences and avoid service failures through sophisticated routing, smart self-service, and providing agents and supervisors with enhanced capabilities. Additionally, modern ACDs provide contact center leaders with real-time information for better decision-making and empower them to make quick, effective configuration changes.
with modern customer service management software everyone wins

With modern customer service management software, everyone wins

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.
4 Important Roles the Best Cloud Call Center Software Plays in the Customer Journey

4 Important Roles the Best Cloud Call Center Software Plays in the Customer Journey

Contact centers are a critical touchpoint that can make or break a customer journey. Having the best cloud call center software can ensure this particular part of the journey is smooth sailing rather than rough seas. We explore the critical role contact centers play in customer journeys and how the best cloud call center software can ensure this particular touchpoint offers frictionless service.
Whats New in the 2020 Survey of Business Global CX Transformation

What’s New in the 2020 Survey of Business: Global CX Transformation

Major transformations in customer experience and the contact center are well underway and accelerating this year such that businesses risk increases for companies being left behind by more agile competitors. The results are in from the latest survey of global customer experience leaders in the 2020 NICE CX Transformation Benchmark, Business Wave. This year’s survey turned up key trends in digital transformation in customer service channels, self-service channels, artificial intelligence and social media.