Blog

In our “CX One on One” series, we meet the dynamic and talented team members behind the scenes at NICE representing all the facets of the world’s #1 cloud native customer experience platform.

One of the main challenges in modern quality management is integrating multiple digital channels seamlessly to create a unified, consistent and personalized customer experience.

By the time a call center agent utters the words, “How can I help you”—the customer journey has veered off track.

Perhaps, it all started in 1822 in London with the first vending machine, a coin-operated dispenser of envelopes, postcards, and notepaper. Since then, vending machines have evolved—self-service gas pumps in the sixties, supermarket self-checkout in the nineties, and airport check-in kiosks in the aughts.

Today’s modern world revolves around data. Data is created and collected everywhere, about everything, and is used by just about every business imaginable.

As consumers, we expect First Contact Resolution (FCR) no matter how complex our issue may be, which channel we use, or which agent we speak with.

CX used to be simpler. The call center interaction was the equivalent of a customer going into a mom-and-pop shop where an eager representative waited in greeting, “How can I help?” That was essentially the straight path from friction to friction-free back in the day. Short, sweet. But today, CX is more complex to manage as it strives to resolve frictions in keeping with faster times and heightened customer expectations throughout complex multichannel customer journeys. It calls for a complete performance approach.