Radisson Hotel Group is a global hospitality powerhouse whose core commitment is to its guests’ experience. But its contact centers weren’t always integrated and inefficient. The move to NICE inContact has unified the company’s global contact center operations on CXone, which has boosted agent utilization, reduced costs and improved quality scores, all while increasing guest satisfaction.
Analytics and Optimization Real Results with Automated Benchmarking
How’s your contact center performing? Learn how to leverage automated benchmarking to reach your goals in Analytics and Optimization: Real Results with Automated Benchmarking. Join Angie Luckey-Succes of Landauer and Bruce Belfiore of BenchmarkPortal for case studies and strategies to clarify decisions for superior outcomes. Take negative performance gaps and map them over to people, processes and technology issues that are in the way of optimal performance.
Cheat Sheet for Building the Best Chatbot
The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Chatbots scale quite easily and can handle hundreds of conversations at a time. This makes them the perfect candidates for tasks with a predictable and well-defined conversation flow. We’ve created a little cheat sheet with an essential checklist for you, so you don’t have to wonder where to start. Take a look, and happy building!
Bridgevine Sees Impressive Metrics, Cost Savings with CXone
Florida-based Bridgevine definitely had a disconnect. Although it had built an impressive portfolio of client brands, its contact centers were operating on an outdated platform, which lacked visibility, functionality and the ability to support a disaster recovery plan. But since its move to NICE inContact, the company has unified its contact centers on the CXone cloud CX platform—a change that continues to drive revenue and customer satisfaction up while driving costs down.