Whitepapers

Better customer experiences with omnichannel engagement

Better customer experiences with omnichannel engagement

More conversation leads to better relationships. This is true in life and in customer service.
Your guide to omnichannel customer support

Your guide to omnichannel customer support

Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). How customers do this varies— sometimes the customer is standing in line somewhere, browsing their mobile phone.
At other times, the customer is in front of their computer while at work, focused on three other tasks. Every now and again, the customer’s issue is urgent, and they need to reach you right away.
Unlocking the power of conversation

Unlocking the power of conversation

Conversations are complex. What could appear to be a simple exchange of words is actually communication that conveys meaning through so many small factors. Not just the words themselves, but the pauses, the tone, the laughter or sighs. Through a conversation humans have the ability to understand these nuances and to understand the richness of what could otherwise be a simple statement.
A conversation is memorable, meaningful and important to the way humans relate to each other. Only in a conversation can people convey empathy.
Accelerate Customer Experience Innovation with an Open Development Platform

Accelerate Customer Experience Innovation with an Open Development Platform

Speed Your Digital Transformation by Developing on an Open Customer Experience Platform

NICE Contact Customer Experience Transformation Benchmark Study

NICE Contact Customer Experience Transformation Benchmark Study

Today’s contact centers support an average of 9 channels* and consumers have come to expect the ability to communicate with companies any time, any where and with any device. This is the first and only research study that compares how businesses say they are doing versus how consumers rate their actual experiences—in specific communication channels.
Omni-Channel Best Service Is No Service

Omni-Channel Best Service Is No Service

It is ten years since we published The Best Service is No Service, (Wiley/Jossey-Bass 2008), in which we suggested that organisations needed to work harder to reduce the demand for customer contact, rather than spend so much time and effort “dealing” with the contacts. In this paper we’ll discuss how the ideas have become even more relevant today, even though the book was written at a time when the iPhone was still in its infancy and apps and messaging were just emerging.

Human Behaviour 101: Customers “Get” What You Measure

Human Behaviour 101: Customers “Get” What You Measure

“You get what you measure”, is among the oldest sayings in business. Unfortunately, numerous traditional measures undermine the customer experience. However, in this era of new customer experience tools, many of the measures that are possible have changed. We think that a lot more is possible. Why?

The unexpected impact of digital, bots and chat bots in Your Contact Centre

The unexpected impact of digital, bots and chat bots in Your Contact Centre

Digital channels have grown exponentially in the last fifteen years. Customers are keen to use well-structured digital solutions that are convenient and save time. The growth of on-line shopping and on-line sales and service is accelerating and customers clearly like it when it works well. Many pure digital businesses like Amazon, Google and Ebay have some of the highest net promoter and customer satisfaction scores. As digital solutions have grown many organisations are providing chat solutions to support these channels, particularly complex sales processes like insurance or home loans. Chat bots are emerging as a way of automating simple responses and triaging complex requests. In addition, the latest forms of robotic automation are starting to automate data based repetitive tasks.

Contact Centre Priorities For 2018

Contact Centre Priorities For 2018

When it comes to the customer contact function, the idea of an annual “executive priorities” investigation may seem silly. Some customer experience trends, challenges and opportunities emerge – and vanish – within a few months. They start deep into the year, and they fade before it is over. Others remain relevant for several years. They are not “new” at the turn of the calendar year.

Read our exclusive whitepaper to learn more about executive level priority investment areas and goals for the year, and even years ahead.