Providing exceptional customer experience in the contact center is a true competitive differentiator. This round table discusses the latest trends and innovations in the contact center in 2018 that can help drive these exceptional customer experiences.
2017 NICE inContact Customer Experience (CX) Transformation Benchmark (PDF)
The two sides to the Customer Experience story In this latest installment of NICE inContact research, in conjunction with MaritzCX, we surveyed businesses with call center operations of all sizes on the same customer experience topics we previously surveyed among a broad group of consumers. The combined results of those two waves of research tell a very revealing, two-sided story of current state customer experiences and expectations for emerging omnichannel services. Key findings include: Your customer service isn’t as good as you think - Agent-assisted service – 18% gap - Business rating 63% success - Consumer rating 45% success - Self-service experience – 13% gap - Business rating 52% success - Consumer rating 39% success More customers still prefer agent-assisted phone calls Over 50% of businesses offer all agent-assisted and self-service channels—online chat/video, SMS, social media—though most customers still rely heavily on inbound/outbound phone calls for fastest resolution. Businesses misalign with customers on personalization 21% of consumers studied rate personalized service a top priority compared to 13% of businesses Businesses and customers agree that companies should direct customers to the channel that resolve their situation in the quickest way
New channels? No problem. Learn how you can successfully deploy omnichannel service in your contact center.
NICE inContact Helps Radisson Hotel Group Provide Personalized Customer Experiences (Video)
Radisson Hotel Group is one of the world’s largest hotel companies. With five call centers and 250 agents around the globe, their goal is to make the reservation experience as smooth as possible. NICE inContact allows Radisson to integrate multiple channels seamlessly and globally to meet their guests where they want to be met and how they want to be met anywhere in the world. Learn how CXone cloud customer experience platform makes it easier for Radisson to implement their 360-customer experience.