The Leading Contact Centre Magazine

Responding well to a low satisfaction score or a customer complaint is an important retention tool, but very few companies are expert in doing so.

NICE inContact commissioned Forrester Consulting to conduct a study and examine the potential return on investment (ROI) enterprises may realise by deploying NICE inContact CXone in their contact centres.

Service design provides companies with a useful framework, first to understand their customers’ needs and then to design services around them. This guide provides an introduction to service design and explains why it’s the key to delivering outstanding customer experiences.

5CA decided their existing Quality Assessment solution was too rigid to accommodate the myriad changes in their business. 5CA has a keen focus on QA, and uses Scorebuddy as their QA tool.

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