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Smarter Service for the Connected Consumer: Delivering Customer Experience Excellence in the Contact Center


Presented By: NICE CXone

Surpassing customer expectations is at the forefront of contact centers striving for customer experience excellence.  

To succeed in today’s ever changing business landscape of new contact channels and technologies, contact center leaders will have to make greater strides in understanding the modern consumers' needs in order to exceed their expectations. New ICMI research reveals the gaps between what organizations believe their customers want and what they actually provide.  Download this new study to gain actionable insight into how contact center leaders can overcome their assumptions and effectively deliver service excellence seamlessly across channels to enhance the customer journey. 

Read about the key findings that provide contact centers with new insight into excelling service that aligns with consumer expectations:               

• 80% say companies put more effort into selling than customer service

• 53% would prefer to use online chat before calling a company on the phone

• 69% are willing to pay more for a product with a good customer service reputation 



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