Struggling with inconsistent service quality and long response times? Variability is a real problem for CX, and it’s driving your customers away. NICE’s analysis of billions of conversations across thousands of organizations—ranging from startups to industry giants, new adopters of CXone to seasoned users—reveals key insights you need to see.
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Contact Centers & CCaaS
Stay up-to-date with the latest Contact Center and Contact Centers as a Service (CCaaS) news and insights at CMSWire. Our Contact Centers CCaaS channel delves deep into the evolving world of customer service best practices, best CCaaS platforms and how AI is changing the customer service landscape.
Our editorial team covers everything from inbound calls to agent experience to self-service and the latest in AI-driven chat interactions. Call centers and contact centers are pivotal interaction points in the broader customer experience journey and key areas of investment as artificial intelligence advances continue to move the bar in terms of what is possible for self-service, agent empowerment and automation.