Moving from a costly and aging on-premises system to the CXone unified cloud contact center CX platform enabled Tbaytel to check all the must-have boxes, from callback functionality and call recording to real-time reporting and new channels. And by adding integrated post-call surveys, the company has created a robust voice of the customer program, causing both its quality and Net Promoter Scores® to soar!
3 Ways Agent Experience is Boosting Customer Experience
Anyone can deliver a good customer experience. But to deliver an experience that exceeds expectations and leads to lasting customer loyalty? That requires more. By giving your agents the right tools, skill development and focus, they can provide incredible experiences to your customers on every channel while forming unbreakable bonds. In this webinar, agent experience expert Lori Bocklund of Strategic Contact discusses how you can empower your agents to provide a 5-star experience to every customer. Find out why it’s more important than ever to focus on developing your agents See the vision for the optimized agent in 2020 and beyond Understand ways to develop your agents’ skills to enable them to solve complex requests Learn how setting consistent goals leads to consistent service See how your agents can resolve customer issues faster with the right tools Most importantly, you’ll learn how to leverage best practices in agent experience to take your Customer Experience to the next level!
OrthoBanc Gains Reliability, Stability & Scalability with CXone
Contact center downtime was a real problem for OrthoBanc, because reliability is fundamental to its ability to support dental and orthodontic practices and their patients. Since the company moved to NICE inContact’s CXone cloud contact center CX platform, however, CXone’s stability, scalability and deep functionality have resulted in significant improvements, notably in call quality and service levels.