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Advanced Chat for CXone: Vera Bradley’s Journey to Excellence

NICE inContact

OCTOBER 21, 2019

When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. The abandon rate had climbed to more than 20 percent! The abandonment rate today, by the way, is less than 5 percent, and productivity has improved by 10-15 percent. Customers were sending an important message.

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Abandon rate Cloud contact Contact Center Management 48
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What is a citizen developer – and how can they liberate your contact center?

Babelforce

MARCH 16, 2023

‘Software is eating the world’, wrote Mark Andreessen in the Wall Street journal in 2011. Citizen developers can meet some needs better than IT staff Let’s say that a major corporation’s customer service manager wants some new functionality to help the staff in their call center. In this article: What is a citizen developer?

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Contact Center Call flow Abandon rate Call Center 52
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