In this eBook, we detail our global findings on consumer attitudes toward, use of and preferences for an evolving lineup of contact center channels—and especially the growing and powerful influence the up-and-coming Millennials and Generation Z consumers on the path to digital-first CX. Major findings covered include:
- Customer experience (CX) attitudes
- Use of and attitudes toward emerging technology, such as AI, and evolving digital media, including public and private social media apps
- Actual channel usage, preferences and performance
- Agent-assisted vs. self-service CSAT
- And much more …
Integrating your Salesforce CRM will transform your contact center by turning agents into knowledge powerhouses who deliver better, faster and less costly customer experiences! Find out how CXone Agent for Salesforce enabled Swisslog to increase their customer satisfaction, agent productivity and engagement, while also reducing costs.
Benchmarks can uncover new opportunities for reducing costs, streamlining processes, increasing profits and improving customer experience. But only if they’re the right benchmarks for that contact center. The same is true for KPIs, when determining what key metrics are needed to create those benchmarks. This webinar provides contact centers with the strategic tools they need to help close performance gaps and get KPI benchmarking right.
When NeoNova Network Services moved to NICE inContact CXone, it got the flexible and stable cloud contact center platform it was looking for—and a whole lot more. CXone has been an important driver in NeoNova’s ability to bring its “A game” by helping to improve KPIs, increase customer satisfaction, raise agent engagement levels and build trust with its clients through visibility and transparency.