Since March 2020, more people have been using self-service solutions as usage behaviours have shifted staying at home.

NICE inContact conducted two surveys, one among customers and the other among contact decision makers, fielded in the US, Canada, the UK and Australia.

To grow your business and retain new customers, excellent customer service is essential, and the results of this survey will give you real insight into how you can improve within your own organisation.

Some of the results show there is room for improvement in agent-assisted and self-service interactions as well as consumer use and attitudes towards artificial intelligence (AI) and social media.