What are Bank Contact Centers Doing Right?

NICE inContact

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right?

Avoid These Roadblocks to Achieve a High Performing Contact Center

NICE inContact

inView™ is a revolutionary performance management system engineered by call centers for call centers. Learn how inView™ can drive agent engagement and visibility into your contact center. Every day we go to work with the objective of helping our companies improve.

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

What are Bank Contact Centers Doing Right?

NICE inContact

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right? Customer Experience Multi-channel Contact Center Trends & Insights

9 Ways Millennials Have Transformed Contact Center Customer Experience

NICE inContact

Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations. Multi-Channel Experiences.

My Agent eXperience Selected as 2016 Customer Product of the Year

NICE inContact

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. True multi-channel support for blended inbound and outbound voice, voicemail, email, chat, text and social media channels.

Which Channels do Customers Trust the Most?

NICE inContact

The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way. With the addition of more channels and pseudo omnichannel service, companies should be asking questions like: Which channels do customers prefer to use most often? Do certain channels illicit more honesty? Which channels do customers trust the most?

Are You Prepared to Offer Customer Service via Text/SMS?

NICE inContact

This flexibility of communication is precisely why it continues to amaze me how slow businesses have been to adopt text/SMS as a channel for communicating with their customers. . All contact types from every possible channel should come through the exact same interface.

4 tips to make multiple channels work for your business


When customers contact a company about a product, it’s often because they have a question or complaint, which they expect you to handle as efficiently as possible. Which channels are the most popular? Do certain channels attract specific types of engagement?

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The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

The Best Managed Contact Centers: #12 – They See the Possibilities

Brad Cleveland

The contact center profession has come a long way in recent years. For the most part, contact centers have learned how to deliver. Customer expectations are high, and for good reason. Collectively, they have invested billions in equipment, networks and software.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management

eCornell Videos: Delivering Consistent Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access customer access strategy

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Building Brand Engagement with Multichannel Services

Brad Cleveland

Staffing for Mobile

Brad Cleveland

New Technology: Leadership Is Essential

Brad Cleveland

Keep it simple … Call Center Contact Center Customer Service Leadership Multi-channel Support Brad Cleveland Call Center Management On Fast Forward leadership

Documenting Your Customer Access Strategy

Brad Cleveland

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case. But there are standout examples of plans that are effective and up to date.

The Single Customer View – Myth or Reality

Brad Cleveland

Call Center Contact Center Customer Service Leadership Multi-channel Support Workforce Management Brad Cleveland CallCentre.co.uk “Is the Single Customer View a realistic ambition or just a pipe dream talked about at conferences?” That’s the question asked in the latest CCE Board of Experts “ask the experts” article by Hannah Brewer. It can be viewed here: [link].

Four Keys to Retaining Millennial Customers

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Research/Statistics Self-service Social Media BlastMedia Brad Cleveland customer experience customer loyalty Due leadership Telus internationalIt was great to be included in an article Telus International put together on retaining millennial customers.

New Age, New Requirements, More Innovation: 3 Ways to Keep Up (Part 1)


Let’s start with what many businesses consider the beating heart of their CX strategy: the contact center. The Call Center vs. The Contact Center. At the same time, 85% view CX provided through the contact center as a competitive differentiator.

Instant Satisfaction: How to Meet Rising Customer Expectations

Joe Rawlinson

The majority of customers now expect local businesses to have mobile-friendly websites, and they are more likely to contact a business if it has one. Omni-Channel Support Options. Using a cloud-based customer contact center can also help you deliver omni-channel support.

Find out how Vax has transformed its customer experience at Salesforce World Tour London


The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. First contact resolution is 87% and NPS 91%. How to future-proof your contact center technology and find your competitive advantage.

Delivering what US consumers want


Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. For example, they can do this through self-service systems that understand and answer their queries online without needing to make direct contact with the contact center.

IP Office Leads the Way: How Doubling Down in One Product Area Can Drive Best Practices


At Avaya, we have two groups of people to keep happy—our end users and our channel partners—and both want to make long-term investments in a communications solution and trusted business partner. Businesses can even expand the solution into a simple and robust multi-channel call center.

Omni-Channel Is Hot News So What’s the Hitch?

CSM Magazine

Magnus Geverts at Teleopti takes a look at providing a cohesive experience across different channels supported by flexible workforce management (WFM). This puts increasing pressure on contact centers and customer service departments. Many have transitioned from single-channel to multi-channel, to now omni-channel interaction. The question is: How do you provide customers with a cohesive experience across the different channels?

Next time you visit Dubai, take a public transport


One of the leading organizations in the area of customer care, winning multiple awards for its contact centre operations including a Hamdan bin Mohammed Smart Government Award, is the Roads & Transport Authority (RTA).

Seven Ways To Ensure Your Customers Actually Use Your Self-Service System


Customers are still calling into the contact center to resolve many issues. utilize multiple channels, including self-service options. The use of multiple channels is not the whole story. This means that customer engagement must be connected and relevant between your assisted and unassisted (or self-service) channels. Your knowledgebase should be the fastest customer service channel you manage.

Omni-channel, Schmomni-channel


The buzzword in Customer Service and Contact Centers over the past few years has been omni-channel. But in speaking with several industry analysts over the past week, we heard “omni-channel, schmomni-channel,” meaning the term isn’t as broadly understood as many would think.

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty


In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience.

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2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. In today’s Omni channel world, companies often struggle to deliver a seamless customer experience.

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