Chris Bauserman
Chris Bauserman is Vice President of Segment and Product Marketing at NICE inContact. Chris has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience.
Thinking Differently About Digital in Your Contact Center
Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or...
Unexpected Lessons from the 2020 Contact Center
About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would...
Building a Sustainable Strategy for Remote Agents
The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together...
Transform Your CX from Good to Great by Treating Your Agents Right
Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting...
Three Major Predictions for the 2020 Contact Center
In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...
How Embracing Digital Customer Service Can Create Brand Advocates
Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are...
Making AI Work in the Contact Center
In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...
It’s Time to Rethink Your Approach to Supporting Customer Service Agents
Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...
How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities
Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...
How Customer Experience Can Drive Topline and Bottomline Growth
For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...
Reaching Millennials Through Authentic Omnichannel Experiences
As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer...
What to Expect for Contact Centers in 2018
Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where...
3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers
When it comes to brands, millennials are not lacking for options. The first generation raised on digital tools, the ability to research and choose...
