Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

The Pros and Cons of Contact Center Outsourcing

NICE inContact

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. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010.

3 Practical Ways AI in the Contact Center Gets Real

Comm100

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience. First of all, any technology that makes the contact center faster and more productive is a good thing.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes.

The Social Customer

Customers Rock!

The contact center/customer service team/retail clerk is usually the place in the company with the most direct customer interaction (this is especially true for B2C companies).

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

NICE inContact

On its way to becoming an international powerhouse in business processing (BPO) and customer experience outsourcing, Webhelp partnered with NICE inContact back in 2010. Advantages of the Cloud Customer Experience Multi-channel Contact Center

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers.

Saying “Bon Voyage” to Your Customers

Service Untitled

We recently received a very nice email from a customer who had contact our support team to cancel her service. As service professionals, we all understand the commitment and effort needed to acquire new and retain our existing customers. But what about the customer who has decided to leave?

Customer experience trends engraved in social media channels

Service Untitled

In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service.

Columbia Sportswear Takes Customer Service to the Cloud

NICE inContact

As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System. Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams.

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers. So what can you do to make interactions in your contact center effortless for your customers ? In todays’ contact center environment, omnichannel is expected.

A Q&A Interview with PlantCML Product Marketing Manager and NG9-1-1 Expert Michael Rosen

Customer Interactions

brought into the contact center, along with a corresponding PC under the desk and a supporting server in the backroom for each application. Contact centers will be forced to design effective multitasking environments that do not generate “information overload” in the face of increased pace of work and potentially higher stress levels.

Avaya IX Workforce Engagement – Transforming Employee Productivity and Customer Experience

Avaya

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. To get started or to find more out details, please contact us.

Gamification Is No Longer a Buzzword

Verint

The term gamification first gained widespread usage around 2010, but adoption of gamification in business environments was seen mostly as a passing trend—something to satisfy the perceived needs of millennials.

Next-Gen Unified Communications & Collaboration is All About Convergence

Avaya

In 2010, the idea was comical. CX and Contact CenterI’m a big fan of “The Office,” both U.K. and U.S. In season 7 of the U.S. series, temp-turned-boss-turned-con Ryan (portrayed by the ever-talented B.J. Novak) announces a new social networking site he has launched called “WUPHF.”

Get out of the Queue: Drive Your CX with Attribute Matching

Avaya

So much so that nearly 90% of companies now compete solely on CX —a drastic increase from 36 % in 2010—and 50 % of consumer product investments are expected to be redirected to CX innovations—like attribute matching—by the end of this year. Contact us.

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. but they also … Call Center Contact Center Customer Experience Customer Service Multi-channel Support Social Media Brad Cleveland customer experience KLM VentureBeat

Putting the Back Office Front and Center

Customer Interactions

As you know, NICE has been a leading provider of solutions for the contact center space for many years. Contact centers around the world use a variety of NICE solutions (call recording, quality monitoring, workforce management, interaction analytics etc.) to optimize call handling, drive greater performance and increase customer satisfaction.

NICE Acquires eglue to Turn Insights into Immediate Business Impact

Customer Interactions

On June 9, 2010, we proudly announced our acquisition of eglue, a leading provider of real-time decisioning and agent guidance solutions. Together with eglue, NICE will enable contact centers to turn insights from cross-channel interaction analytics into impact in real-time, thereby closing the loop on key business improvement processes such as optimization of handle time, first contact resolution and sales effectiveness, to name a few.

Is Your Customer Service Department a “Factory of Sadness”?

Customer Bliss

Rethink the contact center environment: . If you’re interested in how to start dismantling your company’s “factory of sadness,” check out some of our findings and resources on contact center talent management. Guest post by Matt Dixon.

2016 Customer Service Trends: Empowering All Employees to Serve the Customer

Tricia Morris

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact.

The ROI of improved customer experience

Eptica

The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. Greater efficiency Minimizing unnecessary customer contact to queries has two impacts. Of course, customers will still get in contact and expect a fast, consistent answer to their query.

ROI 72