NICE inContact

SEPTEMBER 20, 2019

But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky. But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky.

Contact Center 159

Contact Center Call Recording ROI Report 159

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Customer journey mapping tools: Visualizing and analyzing customer journeys to identify pain points and optimize touchpoints for a seamless experience.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

NICE inContact

APRIL 24, 2019

In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience. CX matters to a company’s success – and can be more valuable than product features, aggressive pricing or innovation. New Challenges. Last Mile CX. Last Mile CX Challenges.

Company 178

Company Contact Center Omni-Channel Insurance 178

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. Recruitment.

Call Center 76

Call Center Leadership Contact Center e-support 76

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

NICE inContact

JUNE 19, 2019

We surveyed over 900 decision makers in the contact center to get their opinions, and we compared these perceptions to what consumers say. Generally, contact center leaders are fairly confident about the customer experiences they deliver. In other words, organizations overestimated their CX success in these two areas.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

NICE inContact

JULY 5, 2019

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. This was a great opportunity to meet customer service leaders from all over the world and hear what they are up to “on the frontlines” in their contact centers.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Understanding customer journey is critical and most organizations take an inside out view of this. The better the data across the customer experience journey, the more insights you can glean.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Understanding customer journey is critical and most organizations take an inside out view of this. The better the data across the customer experience journey, the more insights you can glean.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Omni-Channel 94

Omni-Channel Self Service Policies Abandon Rate 94

Lumoa

FEBRUARY 28, 2023

In this post, you’ll learn why customer feedback is integral to your business’s success. But when you zoom out and think about your customers’ experiences as a whole, you’ll see some common elements: the channels they use to purchase your products, the ways they contact your support team, and the systems they interact with.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. So how can your contact center IVR get there? A cloud IVR can benefit your contact center and your customers from the second a call is placed.

Self Service 92

Self Service Customer Experience Contact Center Interaction 92

NICE inContact

OCTOBER 25, 2019

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. Thus, it’s no longer a matter of “if” your contact center will move to the cloud, but rather “where” and “when” that cloud transformation begins. What’s the point?

Contact Center 120

Contact Center Omni-Channel Report Analytics 120

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. Contact centers should ensure that customers explicitly opt-in to receive SMS messages.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

NICE inContact

AUGUST 1, 2019

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Also, by concentrating on current customers, you can make the most of contact center interactions. What can you do when revenue targets keep increasing but your budget stays the same?

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

NICE inContact

SEPTEMBER 4, 2019

Get the full story of Omega World Travel’s technology journey in our webinar, Alexa, How are My SLAs Doing? Nadim will take you through how the company went from the many challenges of its old third-party hosted platform—its contact center operations and CX just weren’t keeping up—to a technology innovator that provides exceptional CX.

Travel 193

Travel Contact Center Innovation Analytics 193

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center. Trends and insights are easily discovered through the full customer journey.

Contact Center 121

Contact Center Analytics Call Center NPS 121

ChurnZero

APRIL 22, 2022

Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? Highlight a new feature tutorial or a knowledge base resource to guide customers to success. You can’t build or scale a high-performing team if process gets in the way of productivity. Be at your customer’s side with In-App Communications. It felt good, right?

Customer Success 98

Customer Success Knowledge Base Multi-Channel Touchpoint 98

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

Upstream Works

SEPTEMBER 28, 2022

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. This provides an on-going opportunity for innovation, and to do so successfully, contact centers should harness the power of their data and embrace technologies like AI.

Strategy 78

Strategy Contact Center Customer Journeys Self Service 78

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

VDS

JANUARY 10, 2024

At VDS, we believe in making your cloud contact center journey as seamless as possible. Do you want to maximize the potential of your contact center? Avoiding mismatches ensures a more productive and successful collaboration for everyone involved. Is VDS Right for You? appeared first on VDS.

Contact Center 52

Contact Center Consulting Communication Strategy 52

VDS

OCTOBER 12, 2023

Are you caught in the cloud contact center whirlwind, where it’s all about making a sale, but no one talks about what happens after go-live, or the customer’s lifetime value? Let’s break the silence and shift the focus to long-term success. At VDS, we don’t just design, implement, and support.

Contact Center 52

Contact Center Sales Customers 52

ShepHyken

DECEMBER 13, 2019

When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Get it right, and you give the initiative the very best chances for success. Map out your journey. Know your limits.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

VDS

JANUARY 10, 2024

At VDS, we believe in making your cloud contact center journey as seamless as possible. Do you want to maximize the potential of your contact center? Avoiding mismatches ensures a more productive and successful collaboration for everyone involved. Is VDS Right for You?

Contact Center 52

Contact Center Consulting Communication Strategy 52

Upstream Works

NOVEMBER 4, 2021

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers.

Omni-Channel 78

Omni-Channel Contact Center Call Center Technology 78

NICE inContact

AUGUST 1, 2019

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Also, by concentrating on current customers, you can make the most of contact center interactions. What can you do when revenue targets keep increasing but your budget stays the same?

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. The golden ticket for every contact center is to transform customers into advocates of the brand.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

Call Center 59

Call Center Self Service Software Contact Center 59

Uniphore

JUNE 16, 2021

67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*. Many contact centers, therefore, have opted to favor outcome metrics such as First Contact Resolution or Net Promoter Score, with secondary emphasis on AHT.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

NICE inContact

JANUARY 16, 2018

While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

NICE inContact

NOVEMBER 12, 2018

Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy. Contact Center Customer Experience can be enhanced every step of the way as customers interact with the brand.

Contact Center 120

Contact Center Tips Self Service Customer Experience 120

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. Before Soliciting Feedback. It’s important to achieve clarity on your organizational goals from the information gathered.

Contact Center 82

Contact Center Customer Journeys Feedback Tools 82

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others. But how many truly achieve that objective? Organizations in this stage.

Customer Experience 152

Customer Experience Contact Center Policies System 152