NICE inContact

FEBRUARY 26, 2020

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

Contact Center 156

Contact Center Management Measurement Consumers 156

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. One thing that’s certain is change.

Self Service 78

Self Service Management Contact Center Effort Score 78

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). What Is Contact Center AI?

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

InMoment XI

MARCH 5, 2024

Any successful business knows that understanding their customers is key to success. The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. Other examples of unstructured data sources include social media posts, call transcriptions, and customer reviews.

Data 260

Data Customer Experience Social Media Analysis 260

MiaRec

JULY 31, 2023

When deciding on a quality management solution for your contact center, you wonder how you can use MiaRec’s Automated Quality Management (AQM) solutions to get the best ROI. We believe in catering our AQM solutions to your contact center’s specific quality assurance needs.

Management 89

Management Contact Center Healthcare ROI 89

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program.

Analytics 136

Analytics Customer Experience Management Contact Center 136

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. The consumer experience is becoming easier, faster and more personable.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Measurement Training 88

NobelBiz

AUGUST 7, 2023

In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. In theory, all CCaaS solutions are designed to run and operate contact center businesses and departments effectively and productively.

Contact Center 98

Contact Center Resources Software Report 98

Playvox

SEPTEMBER 19, 2022

Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. 84% of companies that work to improve their customer experience report an increase in their revenue.

Management 80

Management Net Promoter Score Effort Score Contact Center 80

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Analytics can help you get immediate answers to critical questions, immediately identify trends that negatively impact customer experience and reduce supervisor effort.

Analytics 162

Analytics Management Contact Center Call Recording 162

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? How loyal are they?

Contact Center 182

Contact Center Analytics Effort Score Net Promoter Score 182

COPC

APRIL 1, 2022

Customer experience management platforms Artificial Intelligence (AI) tools like Nexcom’s RevealCX Boost (1) offer customer experience departments innovative ways of efficiently collecting data. Quality Assurance Sampling Practices. Connecting Quality Assurance to Business Directives.

Customer Experience Management 96

Customer Experience Management Software Customer Experience Management 96

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. of their revenue due to bad experiences.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? This means fewer – but higher quality- evaluations.

Analytics 138

Analytics Management Call Recording Contact Center 138

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Training Chatbots 84

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). Improving contact center quality is one of those activities that deliver perpetual benefits. Delivering Great Customer Experiences (CX).

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

NICE inContact

MARCH 23, 2017

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. Quality of service. Quality call monitoring.

Contact Center 131

Contact Center Customer Experience Customers Trends 131

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Contact Center 136

Contact Center Average Handle Time Exercises Interaction 136

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. The integration of these diverse channels into a unified platform ensures that all debtor interactions are tracked and managed cohesively, enhancing efficiency and compliance.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

COPC

SEPTEMBER 21, 2023

However, the work they share usually relies on past experiences and assumptions rather than actual data. This series will cover a variety of topics, including key driver analyses, managing variation, hypothesis testing, and more! To understand that problem, let’s momentarily step out of the contact center world.

Contact Center 88

Contact Center Customer Satisfaction Survey Metrics 88

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Playvox

NOVEMBER 16, 2021

The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. In 2019, the lifestyle brand had 12 customer care agents. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team.

Management 78

Management Contact Center Gamification Retail 78

Blake Morgan

JANUARY 2, 2024

                                     The pandemic whirlwind has reshaped everything, including customer service. But are we losing sight of what truly matters in contact centers now? One of the critical themes Donna emphasizes is building trust with customers through transparency.

Contact Center 52

Contact Center Leadership Tips Customer Insights 52

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. ICCU takes a fresh, unique approach to customer service, and it shows. These efforts pay off.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

BlueOcean

JUNE 6, 2017

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. Here’s what you need to know.

Contact Center 218

Contact Center Call Center Employee Engagement Employee Experience 218

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications.

Call Recording 136

Call Recording Contact Center Call Center Transportation 136