A Deep Dive Into Customer Data Can Help Improve CX

AI-powered cloud communications leader Dialpad recently revealed it has officially acquired Kare Knowledgeware, a CX platform provider that specializes in data management, business intelligence, and workflow orchestration.

Based on a survey of 525 consumers, this research uncovers how the need for speed in CX translates into customer service preferences, and the results are staggering. Read the report to learn how slow service can cause businesses to lose customers for life, and how technology can help deliver on consumer expectations.

Customer experience solutions leader NICE has announced a new strategic agreement with Bell Canada, in an effort to expand the availability of the NICE CXone offering for Canada's CCaaS clientele.

Business executives are constantly devising new strategies to put their business ahead of the competition. Whether it's investing in new infrastructure, advertising, or deep data analysis, it always seems that the absolute last area of focus is where profits literally come from:the customer. For some unknown reason, customer service has been on the backburner for many companies in the modern business world. It often seems like providing positive experiences to loyal customers is at the bottom of the barrel for company development, as if to imply customers are guaranteed to show up regardless of their treatment.

The global COVID-19 pandemic has been hard on call center staffing, as many call center managers will attest. Older workers have elected to retire rather than risk catching the virus in close working quarters. Many younger workers have decided that the low pay is not worth the high risk, and extended unemployment benefits have helped them scrape by without working. While this is a headache for most private organizations, it's a full-blown health crisis for emergency services call centers.

Automation in the call center is critical technology for smooth operations. Most callers don't need a live agent, as their calls are routine: balance requests, mailing address, appointment confirmations and general business questions. Live agents are costly, and most contact centers hire the minimum number of personnel they can in order to maintain quality and service levels.