Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

NICE inContact

NOVEMBER 6, 2019

The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform —and it’s never looked back. Not only that, it’s also shaved 35 seconds off call handle time, which reduces customers’ wait time and saves the company 35 seconds of telecom costs on each of tens of thousands of calls!

Self Service 136

Self Service Contact Center Wait Times Customer Satisfaction 136

NICE inContact

JUNE 26, 2018

In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value. But there are more nuances to it.

Financial 194

Financial Customer Experience Contact Center Software 194

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. This all leads to cost savings in your contact center. The lack of clear communication in the contact center can result in significant costs to a business over time.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

NICE inContact

MARCH 19, 2019

With more than 340,000 members nationwide, DentalPlans.com has created a fast-growing niche in dental care by marketing dental savings plans to consumers as an affordable alternative to dental insurance. Before teaming up with NICE inContact and CXone, however, the contact center operation didn’t always run like a well-oiled machine.

Contact Center 137

Contact Center Management Insurance Analysis 137

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Contact Center 75

Contact Center Management Effort Score Call Center 75

Uniphore

JULY 30, 2021

When contact center leaders were asked what prevents them from running their dream contact center operation, they cite the same reasons year after year – lack of technology integration closely follows lack of budget. It's not all about cost savings either. Read on to learn why you should care.

Innovation 246

Innovation Contact Center Average Handle Time NPS 246

NICE inContact

JULY 2, 2019

While BAYADA has experienced robust growth in past years, its New Jersey contact center wasn’t so healthy. And the improvements kept building across the board—in efficiencies, productivity, cost savings. Service levels improved significantly, even as contact center volume exploded!

Abandon Rate 150

Abandon Rate Contact Center Hospitality Insurance 150

ShepHyken

JUNE 28, 2019

But a much-ballyhooed automated hotel in Japan recently added more humans and scaled back on its droids due to inefficiency and cost-effectiveness, as did a grocery store which also had to deal with the “creepiness” effect. In general, technology is augmenting —not replacing — the employee. Because of that word “current.”

Contact Center 110

Contact Center Self Service Banking Airlines 110

NICE inContact

NOVEMBER 20, 2017

Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. However, there are ways for an IVR system to be successful and achieve the cost and time savings expected. Optimize Routing.

Self Service 241

Self Service Interaction Multi-Channel Contact Center 241

NICE inContact

FEBRUARY 5, 2019

Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion.

Contact Center 150

Contact Center Self Service How To Call Center 150

NICE inContact

NOVEMBER 28, 2018

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. When you transform contact center inefficiencies into proficiencies you are transforming money “wasted” into money saved.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. Why then do so many call centers struggle to convert coaching into real, measurable results? Research shows that agent retention rates were nearly double the average when coaches spent 60 percent or more of their time on the call center floor.‡ Did you know?

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

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. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Comm100

NOVEMBER 15, 2022

Contact centres are recognizing the restraints of telephone support and incorporating digital channels as they look to digitalize their operations. Efficiencies that translate into cost-savings. Traditional contact centers severely limit the level of personalization that agents can offer.

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

NICE inContact

AUGUST 2, 2019

With live chat, you can increase efficiencies by closing cases faster and reducing the average cost per case. Live chat saves money and helps build revenue. Live chat saves money and helps build revenue. For contact center managers, having detailed data to track digital customer service needs helps optimize efficiencies.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

Uniphore

JUNE 16, 2021

While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all. Intro to Call Center Life. Jacada’s Agent Assist can put you on the right path.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

NICE inContact

NOVEMBER 14, 2018

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s. Here is a quick example.

Contact Center 120

Contact Center Average Handle Time Financial CRM 120

NICE inContact

OCTOBER 2, 2018

Working with NICE inContact has helped fuel the company’s growth by greatly improving efficiencies in its contact center and enhancing the customer experience. Greater efficiency has reduced the cost per call and a number of other measurable improvements and overall, has saved the company hundreds of thousands of dollars.

Contact Center 149

Contact Center Automotive Omni-Channel Leadership 149

Seaton CX

JUNE 28, 2023

Generative AI technology, like ChatGPT, should be your next contact center investment. That’s not easy on the limited budgets of contact centers and customer support teams, but it’s essential for delivering good customer service—and attracting and retaining top talent. It’s about changing the way your agents work.

Contact Center 87

Contact Center Training Chatbots Technology 87

Lumoa

NOVEMBER 17, 2022

Artificial Intelligence (AI) is a fantastic way to reduce costs and optimize customer support without diminishing customer experience. There are approximately 17 million contact center agents worldwide today,” said Jerry Han, CEO of PrizeRebel. Chatbots provide pre-written, time-saving responses to common customer queries.

e-support 208

e-support Customer Experience Social Media Chatbots 208

NICE inContact

SEPTEMBER 10, 2019

For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost as little as 25 cents. The post Finding the Right Self-service Mix in Your Contact Center appeared first on NICE inContact Blog.

Self Service 150

Self Service Contact Center Exercises Customer Expectations 150

NICE inContact

DECEMBER 21, 2018

Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. What does that mean? What does that mean?

Self Service 121

Self Service Contact Center Omni-Channel Analytics 121

Beyond Philosophy

OCTOBER 13, 2022

Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse. We needed a better way to communicate.

Video 88

Video Contact Center Customer Experience Net Promoter Score 88

NICE inContact

JANUARY 30, 2019

With 15 employees and seven contact center agents, the company has written 270,000 policies and generated over $48 million in premiums. NICE inContact’s cloud-based platform and solutions have given MSI’s contact center the flexibility and efficiency it needs to power continued growth.

Insurance 137

Insurance Customer Satisfaction Call Recording Contact Center 137

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NICE inContact

JANUARY 16, 2019

For example, by reminding customers about their upcoming service appointments, they can save on truck roll costs if customers need to change or cancel last minute. Another cost-effective alternative exists – and it simply involves supplementing existing IVRs with AI-powered virtual agents with natural language capabilities.

Contact Center 120

Contact Center ROI Virtual Agent Call Center 120

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. Here’s why: In 2018, there was nearly five billion dollars in cost savings for U.S.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Triant thinks the best way to define proactive customer experience is to describe how a company reaches out to solve a problem before the customer contacts them.

How To 147

How To Contact Center Hotels Social Media 147

NICE inContact

NOVEMBER 16, 2018

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. Interestingly, one of the biggest challenges for companies who are using virtual agents for data-gathering and form-filling is change management in the contact center.

Virtual Agent 122

Virtual Agent Contact Center Data Average Handle Time 122

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Many have turned to digital channels in an attempt to find a solution, but have discovered to their cost that automation alone doesn’t hold the answers.

Contact Center 82

Contact Center Competitive Advantage Employee Engagement Engagement 82

Call Experts

JULY 7, 2022

How outsourcing reduces costs? Outsourcing reduces costs by transferring portions of your workload to a third party. According to a recent study , almost 27% of organizations outsource to reduce costs. Large companies may outsource to save money and access focused expertise. . Read on to learn more.

Contact Center 52

Contact Center Training Resources Insurance 52

TechSee

JUNE 10, 2021

Yes, they cost a lot. Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. There are more cost-efficient, convenient, and safer options available that assist with truck roll optimization and even elimination, but many organizations have not implemented them.

Self Service 207

Self Service Innovation Analytics Transportation 207

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