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Category: CRM

62 blogs
Top 10 Contact Centre Challenges for Small Businesses

Top 10 Contact Centre Challenges for Small Businesses

The ‘new normal’ still feels far from normal and contact centres now need to look at building a solid foundation for a work-from-home model, one which addresses technology needs and environment specifics like security and reliability. Small businesses are now looking to best practice guides to have agents up and running in a work at home environment, as well as build agility and scale.
contact center crm integration

Contact Center 101: The What and Why of CRM Integration

Sir Francis Bacon is credited with coining the phrase, “Knowledge is power.” If he were alive today, he’d make a great contact center consultant. He’d be touting about the increased knowledge your agents—and your business—gain when you integrate your contact center software with your customer relationship management (CRM).

TruGreen and CXone: Service Satisfaction and Revenue

With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NICE’s CXone cloud contact center platform—and it’s never looked...