As part of our new Customer Feedback Unplugged video series, I sat down with Jennifer Passini, Ph.D., director of experience consulting at NICE, to talk about the significance of voice of the customer (VOC) in supporting digital transformation.
These semi-translucent blue words first lit up the silver screen in 1977, kicking off an unprecedented visual and auditory experience. Star Wars became a phenomenon instantly.
In today's rapidly evolving business landscape, organizations can’t afford to overlook the pivotal impact of the back office on operational efficiency and customer experience (CX).
Millions of people across the U.S. recently observed a total solar eclipse—a rare and captivating event. The cosmic moon-sun alignment was not only breathtaking—it served as a reminder of the power of the sun’s energy.
Today’s contact centers are in the midst of a transformative era, where the very fabric of traditional practices is being rewoven by the threads of innovation. With digital channel adoption up 46% in 2023, traditional workforce management (WFM) processes are being put to the test.
As AI-powered contact center tools emerge from their early, experimental status and take an increasingly important role across all areas of contact center operations, contact center leaders are eager to tap into and maximize its potential.