Scott Steinert’s Post

Contact center and back-office environments face an ongoing battle to boost agent satisfaction and retention. Recent surveys reveal alarming attrition rates, with average turnover hovering around 49% for contact center agents and 47% for back-office employees. The latest salvo in this battle to improve agent satisfaction and reduce turnover is CXone Workforce Management (WFM). Learn more on our blog: https://lnkd.in/eDin9Nbr #CustomerExperience #WFM #WorkforceManagement

NICE has just released a new eBook exploring the top 10 CX and AI trends for 2025. It covers key insights like: ✅ The impact of CX and AI on business success ✅ How predictive analytics speed up issue resolution ✅ Technologies for better content governance ✅ Balancing a digital-first approach with the human touch Stay ahead in the evolving CX landscape. Check out the eBook: https://bit.ly/3ZNDDU2 #CustomerExperience #AI #DigitalTransformation

Top global brands choose NICE for a reason: we’re at the forefront of CX innovation and excellence. Hyundai Capital America improved their CX with NICE’s cutting-edge solutions—learn what we can do for your business! https://bit.ly/3U8jlkq #CustomerExperience #ArtificialIntelligence

Struggling with customer service? AI could be the game-changer you’ve been looking for! 🚀 Check out this on-demand webinar from Harvard Business Review Analytic Services and NICE to explore how AI is transforming customer service and breaking down common barriers to adoption. Watch here: https://bit.ly/4eCENWt #CustomerExperience #AI

AI is changing how work gets done, with AI agents now able to complete tasks right alongside humans. NICE's Barry Cooper, President, CX Division, says companies using this tech are seeing big boosts in productivity and efficiency. Curious how AI agents can make a difference? Check it out: https://bit.ly/3YkNcZp #AI #FutureOfWork #AIAgents

Long wait times and inconsistent service can be really frustrating—for both customers and us as employees. But AI is really stepping in to help. It’s making things smoother by taking on the repetitive tasks and giving us insights that help us provide a better experience. Curious about how AI is helping customer service? Harvard Business Review Analytic Services has an awesome report on it. Check it out here: https://bit.ly/3Xw5OnD #CustomerExperience #AI #Innovation

HAPPENING THIS WEEK! 🎥 Are your agents tired of hearing customers repeat the same information across multiple calls or chat sessions? Because customers sure are. This ongoing frustration—where customers feel like they’re starting from scratch with every interaction—has created a major pain point in customer experience. But AI has the power to break this loop. On October 17, Elizabeth Tobey, Head of Marketing, Digital and AI at NICE, and guest speaker Christina McAllister, Senior Analyst at Forrester, will dive into how to improve digital-first customer service using AI. Register now: https://bit.ly/4f3fNYN #CustomerExperience #ArtificialIntelligence

United Way of Connecticut is an award-winning contact center machine, operating the state’s 211 and 988 contact centers as well as the contact Care4Kids program, connecting callers to affordable childcare options. United Way of Connecticut’s agents focus more on “efficacy instead of “efficiency” in terms of KPIs, serving more clients in meaningful ways. Learn more about the millions of lives positively impacted as United Ways of Connecticut goes #AboveAndBeyond: https://bit.ly/483SrQw #CSWeek2024 #CustomerServiceWeek #CustomerExperience

NICE's latest eBook explores success stories from top-tier brands such as Sony, Carnival UK, and Hyundai Capital and how these brands leverage AI to exceed customer expectations and achieve unmatched results, including: ✅ Amplifying self-service ✅ Augmenting agent performance ✅ Unlocking organization-wide improvements ✅ Reducing customer effort ✅ Proactively solving high-risk customer complaints Get your copy: https://bit.ly/3B9gelN #CXAIRealized #CustomerExperience #ArtificialIntelligence

SightCall continues to invest in the right technology to ensure they're meeting growing demands in the industry. SightCall CEO Thomas Cottereau discusses how the company partnered with NICE to empower interactions with AI, working together to create a joint solution that surpasses customer expectations. Find out more on NICE Customer Stories: https://bit.ly/4gpcBIt #NICECustomerStories #ArtificialIntelligence