Prominent stories being shared among locked-down agents, business leaders and our loyal readership are acquisitions and mergers this week. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
NICE unveiled its first-of-its-kind AI to drive CX
NICE informed the world of its real-time interaction guidance for agents and self-service capabilities expansions. It allowed organisations to essentially leverage industry-first NICE Enlighten AI models to guide agents at the point-of-service. The effect of this? It boosts customer satisfaction in real-time. The sparkling new features in CXone Workforce Engagement will provide agents with anytime, anywhere mobile scheduling and streamlines coaching efforts. Paul Jarman, NICE InContact CEO, said: “By focusing on building in agility through four key pillars – AI, digital engagement, self-service, and agent empowerment – CXone is setting the standard for delivering the latest innovations that build customer relationships that last.” The four key pillars mentioned by Jarman are of vital importance in the world of CX, and we looked at each one in more detail for his article.
Transforming CX with IVR technology
In a world where thousands of customers can call a business in one day, no company could handle all those conversations at once. Interactive Voice Response is a telephony feature that uses an automated attendant to route calls. Over the years, IVR solutions have emerged as a standard part of any CX and customer service strategy. Yet as technology continues to evolve and customer expectations change, IVR offerings are becoming more advanced too. In this article, we had a look at how IVR transformed CX for the better.
Call scoring to collect tangible performance metrics
A report found that 89.4% of contact centres score their telephonic interactions, down from 91.1% in the previous year. Less than half measure quality on digital interactions, again down from 61.4%. To address this problem, contact centres must adopt call scoring practices. Call scoring can be defined as the practice of scoring a call on a scale of 1-10 or a scale of 1-5 in real-time or based on recorded interactions as per preset quality parameters and checklist items. We looked into the benefits of point-scoring