Webinars

Webinar: 2018 NICE inContact CX Transformation Benchmark

Overview

In this one-hour webinar, join in to hear contact center experts unpack the report’s many discoveries, including the six dimensions of customer service and customers’ own expectations for interacting with brands, their channel preferences, and what leads to satisfaction. You’ll hear all about the only study that measures real-world consumer experiences by channel, deep-diving into satisfaction, loyalty and advocacy, including Net Promoter Score®. Hear about actual contact center transformations and best practices, too.

White Papers

NICE inContact CX Transformation Benchmark - Study 2018 (PDF)

The results are in! Our 2018 CX Transformation Benchmark surveyed 2,400 consumers across the UK, US and Australia about their most recent customer service experiences, including 11 different channels, both agent-assisted and self-service — over 4,600 total interactions. What did we find out? Consumers expect more and they’re ready to buy more from companies that deliver a great experience every time.

Webinars

2018 NICE inContact CX Transformation Benchmark (Webinar)

In this one-hour webinar, join in to hear contact center experts unpack the report’s many discoveries, including the six dimensions of customer service and customers’ own expectations for interacting with brands, their channel preferences, and what leads to satisfaction. You’ll hear all about the only study that measures real-world consumer experiences by channel, deep-diving into satisfaction, loyalty and advocacy, including Net Promoter Score®. Hear about actual contact center transformations and best practices, too.

Demo Videos

Case Study: SeaWorld | Call Center Resources

One central contact center in Orlando, with 125-300 (depending on the season) ambassadors, handles hundreds of thousands of calls from guests and prospective guests for the 12 parks that are part of SeaWorld Parks and Entertainment. So efficiency and responsiveness are critical to the company’s brand and its growth. Establishing a partnership with NICE inContact—and moving to the CXone cloud customer experience platform—has enhanced SeaWorld’s contact center performance and business outcomes: Call volume is up significantly; guest satisfaction scores and revenue continue to rise; and costs are down. Most importantly, with the confidence and quality NICE inContact has brought to the journey, SeaWorld has been able to renew its focus on taking care of its guests.