Workforce Optimization Featured Article

NICE and inContact Recognize Innovative Customer Service at ICUC

May 17, 2017

Customer service is more important than ever as it has become one of the biggest differentiator's when consumers are looking for a company. A study recently released by inContact revealed 80 percent of consumers are willing to switch companies due to poor customer service, and only less than half of customers are satisfied with their experience, regardless of communication channel.

Recently, NICE brought together Interactions (News - Alert) and ICUC (inContact user conference) in Las, Vegas. According to NICE, the event hosted over 2,000 industry experts and customer service leaders, along with more than 130 sessions to inform attendees about customer service trends and best practices, and the best way to apply them to improve their organizations. The event also recognized the 2017 winners of the NICE Customer Excellence Awards and the Mojo Awards, which had a record number of applicants and winners.

The participants at the Interactions-ICUC event included organizations across a wide range of industries, including banking, insurance, healthcare, telecommunications and others. The winners were selected based on the innovative ways they approached customer service across several categories:

  • Employee Engagement ExcellenceBusiness Impact Excellence
  • inContact Mojo Award for Best Customer Experience
  • inContact Mojo Award for Best Workforce Optimization
  • inContact Mojo Award for Contact Center Rookie of the Year
  • inContact Mojo Award for Contact Center Leader of the Year

Verizon (News - Alert), Blue Cross of Idaho, TCF Bank, Caesars Entertainment, Farmers Insurance and Southern California Gas Company were some of the companies that were recognized for their efforts.

Yaron Hertz, president, NICE Americas, said, "We are proud to recognize the achievements of our customers, who are using the NICE and inContact solutions to reinvent customer service in their day-to-day operations. Our 2017 award winners represent true leadership in the contact center market, and are setting an example for the rest of the industry on how to drive measurable improvements in operational efficiency and customer satisfaction, and ultimately achieve business impact."

NICE inContact provides cloud and on-premises enterprise software solutions to help organizations deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Using advanced analytics of structured and unstructured data, it provides insights for making informed decisions. Over 85 of the Fortune 100 make up the more than 25,000 organizations in 150 countries that are using NICE solutions.

If businesses don't make the effort to improve and win each customer interaction, they will experience high attrition rates. The innovative ways the companies that were recognized at Interactions-ICUC use customer service solutions is one way to ensure it doesn't happen. 

Edited by Maurice Nagle
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