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Ready for a statement that will make you think? Gartner predicts that 85% of customer interactions will be managed without humans in 2021. This might be a scary notion for agents who are sensitive to job security but rest assured that human agent jobs aren’t going away. Why? The Contact Center is still inherently a forum for human engagement. The 85% of interactions that can be offloaded from human agents will be represented by the pesky repeat issues and questions that customers have that can sap an agent’s productivity. Imagine the additional productivity you can get from your agents if they aren’t chasing down account balances or processing payments? The reality is, bots and virtual agents will be a complement to their human counterparts, not a replacement. Bots and virtual agents will be helping their human teammates versus taking jobs from them.

As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Don't set out just to replace "like-for-like." Instead, imagine what features like new self-service capabilities, intelligent routing, and a unified agent interface could do for your customer lifetime value.

As customer experience becomes crucial for brands to survive and the future evolves at rapid pace, NICE CXone has put its world-leading cloud-based contact centre solution, CXone, to the test with Toyo Tires (Australia & New Zealand) in a simulated contact centre experiment in a hot air balloon over Canberra.

It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.

Even the biggest skeptics have found benefits with WFH that enable them to now rethink how they want to operate customer interactions. Most organizations (56.8%) in our Customer Engagement Transformation: 2020-21 Research Study already have decided to continue with a WFH strategy once the pandemic has passed. The reimagined, work-from-anywhere contact center has several benefits.

Contact centers are a critical touchpoint that can make or break a customer journey. Having the best cloud call center software can ensure this particular part of the journey is smooth sailing rather than rough seas. We explore the critical role contact centers play in customer journeys and how the best cloud call center software can ensure this particular touchpoint offers frictionless service.

To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.