White Papers

The Ultimate Contact Center Guide for Turning Customers into Advocates

Overview

Looking to find and unlock hidden secrets that drive rapid or sustained growth? As revenue targets trend upwards without corresponding budget increases, many businesses have zeroed in on the need to optimize customer service to help foster growth. That places the contact center operation front and center in helping the enterprise meet desired revenue goals. Too often, however, companies focus on finding and winning new customers -- not the best growth strategy if you ultimately lose them! While attracting new customers is certainly a part of the equation, your current customer base, if treated and approached properly, can be a steady source of new revenue. 

Demo Videos

Salesforce enriches the contact center agent experience with NICE CXone

For contact center agents, more is better when it comes to customer information. With the CXone Agent for Salesforce®, your agents have access to rich customer history and details before they even begin a customer interaction. Watch and see how agents provide proactive customer service from within their familiar Salesforce Console, through chat, intelligent digital channel routing, voice, and a unified desktop, and how they can easily manage their schedule and performance through integrated WEM capabilities.

Customer Stories

Contact Center WFO: BAYADA Streamlines Workflows with CXone (PDF)

The Rx BAYADA Needed: CXone Providing sub-standard experience just isn’t an option for BAYADA Home Health Care’s contact center as it struggled to keep up with exploding growth in contact volume: Its agents are the the first contact for patients, families and providers, determine what services are needed and initiate care. By moving to NICE and CXone, BAYADA has managed to improved efficiency, productivity and CX—all while realizing substantial contact center cost savings.