White Papers

2019 CX Transformation Benchmark, Global Findings: Contact Center Plans and Metrics (Ebook)


This eBook 2019 CX Transformation Benchmark, Global Findings: Contact Center Plans and Metrics, reports contact center decision maker responses regarding the following:

  • Plans to Move Contact Center Technology to the Cloud
  • Plans to Invest in Channels and Customer Experience (CX) Improvements
  • Expected Need for Resources to Support Agent-assisted Interactions
  • Top Contact Center Goals and Metrics
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2018 NICE Customer Experience (CX) Transformation Benchmark (Infographic)

Consumers are driving customer experience based on their experiences and perceptions. In fact, they’re transforming CX and its role in a brands competitive edge. They have a lot to say—and many have strong opinions. The results of our groundbreaking study of 2,400 consumers who reported on 4,600 recent transactions provide contact centers with important markers and milestones in the customer journey. One thing is clear: Your customers are in charge, and your contact center needs to respond!  

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Contact Center Solutions Guide for Operations Leaders (PDF)

For the operations leader who is faced with searching for a new contact center solution, this whitepaper will offer a simple guide and valuable resource links to help them confidently identify their project requirements, quickly eliminate non-conforming alternatives, and efficiently evaluate and select the best candidate solution.

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Setting the benchmark

Our latest Customer Experience (CX) Transformation Benchmark surveyed over 900 contact center leaders across the US, UK and Australia.