Disruptive Disruptors Disrupting

Leveraging artificial intelligence (AI) to solve today’s customer and employee experience challenges.

Operations Strategy Customer Experience People Technology Omnichannel Workforce Optimization Artificial Intelligence Remote Work Technology

How to Manage Multiple Evolving Channels

Effective technology application, agent recruitment and training are critical to help customers conduct complex interactions.

Operations Strategy Customer Experience People Hiring Development Technology Omnichannel

Critical Tools to Make Outbound Succeed

Outbound customer contact is a vital component of enabling outstanding customer experiences.

Operations People Technology Omnichannel Workforce Optimization Artificial Intelligence

Enabling Excellent Omnichannel Experiences

A desktop solution can streamline customer service and support and gain an advantage over the competition.

Operations People Technology Omnichannel

Analyzing the Analytics

Analytics software is critical for contact centers. So, what lies ahead?

Current Issue Operations People Technology Omnichannel Artificial Intelligence

CX Is About to Change (Again)

Customer interactions are about to get a lot more complicated. It’s the job of contact center agents and CX experts to make those experiences feel simple.

Technology Omnichannel Self-Service Artificial Intelligence Editor's Picks

COVID-Era Phone Fraud Demands Omnichannel Response

IVR security technology has improved by leaps and bounds in the past several years, but many contact centers have been slow to implement the latest and greatest advances.

Technology Omnichannel Data Security COVID-19 Remote Work Technology

Turning Disruption into Opportunity

Rather than reset for ‘back to normal,’ embracing today’s operational cornerstones can lay a strong foundation for future success.

Technology Omnichannel Artificial Intelligence COVID-19 Remote Work Remote Work Technology

Three Steps to Acing AI-Human Interactions

Consumers expect immediate assistance with hyper-personalized advice regardless of how they engage with your brand.

Technology Omnichannel Assisted Service Artificial Intelligence

Unexpected Lessons from the 2020 Contact Center

Today’s contact centers are not only battle-hardened, they have laid the foundation for the next generation of success.

Technology Omnichannel Artificial Intelligence COVID-19 Remote Work Technology

The New Digital Customer Engagement for the New (Ab)Normal

The same old limited digital service capabilities do not cut it in the new environment.

Technology Omnichannel Artificial Intelligence White Papers COVID-19

Evolving Challenges Require Evolving Solutions

With agents working from different locations, at disparate times and with varied workplace environments, agility will be a hallmark of successful agent management moving forward.

Technology Omnichannel Remote Work Technology

Transform Your Contact Center from an Expense to a Revenue Source

53% of customers don’t care whether they interact with a chatbot or a human, as long as their question gets answered.

Technology Omnichannel Artificial Intelligence White Papers

The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital Empathy

Digital empathy happens when companies ‘listen’ to customer behavior across channels, learn from it and apply their knowledge to improve a customer’s digital experience.

Technology Omnichannel

Transform Your CX from Good to Great by Treating Your Agents Right

The study found that the number of channels agents are balancing is the second most common stressor (67%), just behind the amount of paid time off they receive (75%).

Technology Omnichannel

How Embracing Digital Customer Service Can Create Brand Advocates

Digital-first customer service doesn’t mean ‘digital only,’ or that the first channel the customer uses will be the most effective at solving his or her issue.

Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel

What, Exactly, Makes for Great CX?

A great customer experience results from combining (1) knowledge with (2) time savings in a way that (3) fits the customer’s personality.

Technology Omnichannel White Papers

Time to Try Omnichannel… Again

Few can truly rebuild, but you can get on a cohesive path instead of just adding the next channel in isolation.

Technology Omnichannel

Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

‘Future-ready’ includes the capability to deliver superior service by whatever channels members choose to reach their credit unions.

Technology Omnichannel White Papers

It’s Time to Rethink Your Approach to Supporting Customer Service Agents

If tools aren’t supporting your agents, your agents cannot support customers.

Technology Omnichannel

CX Satisfaction Starts with Your Brand Advocates

Empower agents to provide insightful, proactive service by unlocking the power of customer data.


Technology Omnichannel White Papers

Why It’s Time for Your Contact Center to Embrace Omnichannel

Customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one cohesive unit.

Technology Omnichannel White Papers

Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

There is a lot of power in being able to jump in and help shape the customer journey to be more direct and with less “turbulence.”

Technology Omnichannel White Papers

Leveraging Digital Channels

Companies still view their products and services as point solutions instead of thinking about the entire ecosystem that the devices live in.

Operations Assisted Service Technology Omnichannel

Why It’s Time for Your Company to Embrace Omnichannel

It’s important to ensure that whether it’s the human interacting with the customer, or it’s the digital interaction, or it’s the bot, your customers are getting the same answers across all channels.

Technology Omnichannel White Papers

Mobile Apps for Agents

The mobile app keeps employees connected to goals, policy and culture—all those important aspects of a company that you sometimes don’t get to participate in when you work from home.

Technology Omnichannel

What to Expect for Contact Centers in 2018

Expect to see businesses expand the role of the contact center as a competitive differentiator, with increased investments in technology modernization to deliver exceptional customer experience.

Technology Omnichannel

Smartphones Rock the Contact Center

Visual guidance such as diagrams, forms, pictures and live videos will slowly supplant more sterile voice or text interactions.

Technology Omnichannel

The Customer Journey in the Land of the Smartphone

The smartphone is becoming the ubiquitous and predominant tool for both self-service and assisted service. Join us on a compelling adventure that every contact center should plan for right now.

Technology Omnichannel

The Customer Journey in the Land of the Smartphone

The smartphone is becoming the ubiquitous and predominant tool for both self-service and assisted service

Technology Omnichannel

Technology’s Role in the Omnichannel Pursuit

Enterprises will not achieve an omnichannel customer experience with tools alone. Strategy comes first, followed by the process, integration and organizational elements to drive value from the...

Technology Omnichannel

Dissecting the Customer Experience Management Market

With software, it’s not always easy to separate a CXM solution from other applications intertwined and provided in the same platform.

Technology Omnichannel

Moving Beyond Phone Calls: WFM in an Omnichannel World

Omnichannel is not about everyone taking every media; it’s about managing all media effectively and creating a ‘seamless, integrated’ customer experience as they use their...

Technology Omnichannel Workforce Optimization

IoT Has Arrived, But Has Your Customer Service Offering?

Connected devices are just that—connected—and the number of linked brands, services and products makes delivering support all the more challenging.

Strategy Service Delivery Technology Omnichannel Strategic management

Elevate Your Contact Center to Support Omnichannel

Technology is an important aspect of effectively supporting omnichannel, but for many contact centers, this is a sore point as their solution only supports disparate channels.

Technology Omnichannel White Papers

Contact Center Omnichannel: Wouldn’t It Be Nice?

The overriding challenge in today’s contact center is to bring together the numerous communications channels so that they appear to the customer as a single pipeline to service. The problem...

Technology Omnichannel

Digital Customer Care

A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered through whichever means they prefer.

Technology Omnichannel Strategic management

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