Chris Bauserman
Chris Bauserman
Chris Bauserman is VP, Product and Segment Marketing at NICE inContact, a NICE company. 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. He currently leads product marketing and market intelligence for NICE inContact, a leader in cloud contact center software with the world’s #1 cloud customer experience platform.
Three Rules for Adapting Agents to the Omnichannel Experience
Nobody excels at everything. We all have our strengths and weaknesses, and the best of us know how to navigate those skills and work...
Turning Disruption into Opportunity
For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global...
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...
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...
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...
Reopening Plans Must Look Forward, Not To The Past
Throughout the outbreak of the COVID-19 pandemic, technology has played a considerable role in minimizing disruption and maintaining continuity of customer service. Amid widespread...
Contact Centers Value AX. It’s Time Contact Center Executives Do, Too.
Experience is the oxygen of organizational success. On one hand, you have customers, who hold businesses to the highest standard when it comes to...
4 Applications of AI in Customer Service That Work Today
The concept of AI improving emotional intelligence might sound like a paradox. A coded algorithm is not the most natural supplement to human empathy,...
3 Tips to Better Handle the Holiday Rush
The text of this article originally appeared on ICMI. For many contact centers, there’s a fairly predictable ebb and flow throughout the calendar year....
How to Create a Digital-First Omnichannel Agent Experience
The text of this article originally appeared on ICMI. In our digital era, it seems each day brings a new way to connect and communicate....
3 Ways Agents Can Add The Human Touch to Digital Experiences
The text of this article originally appeared on ICMI. The shift from traditional call centers to modern omnichannel contact centers can feel as different for...
Break the Catch 22: 3 Tips to Delight Customers and Avoid Detractors
The text of this article originally appeared on ICMI. Social media has a tremendous power to create legions of brand advocates or destroy all good...