Give Your Contact Center a Pink Slip

NICE inContact

A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly.

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.

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2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

NICE inContact

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). The IDC MarketScape also found a few key challenges facing contact centers in 2016 and beyond.

5 Helpful Contact Center Tools for Managers

NICE inContact

The same is true of any industry including contact centers. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Here are five helpful tools that can solve common contact center issues and provide a better service. Do you know which topics or issues come up the most during calls in your contact center?

inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant

NICE inContact

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. In our 2016 Consumer Research Report , we found that customer support representatives (CSRs) are still using phone-based support 86% of the time.

6 Keys to Successful Contact Center Technology Change Management

NICE inContact

Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Success Depends On More Than Just Technology. You’re implementing a new technology solution – great! The post 6 Keys to Successful Contact Center Technology Change Management appeared first on inContact Blog.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. This new technology allows you to not only capture important data, but also give you the insight needed to take action on it.

Customer Journey Mapping in the Contact Center


But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience.

Omnipresent Contact Center Agents in the Age of Instant Gratification

NICE inContact

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center.

How Analytics Technology is Changing the Contact Center


The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. Despite this big talk, most organizations are doing a terrible job of extracting business value from their contact centers. contact centers racked up more than 200 billion minutes of inbound calling.

51 New Contact Center RFP Questions


One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision.

Top 5 Tips to Motivate Contact Center Agents


Your contact center agents are your company’s face to the outside world. It’s not as hard as you might think to keep your contact center agents happy, motivated and committed. Contact center agents are no different. Calabrio’s Workforce Management technology.

Guest Post: Springtime Renewal in the Contact Center


And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. We asked them to choose the one issue that was the most important to them going into 2016.

So You Finally Chose a Contact Center Outsourcer. What Next?


So you made it through the contact center RFP process and your selection team made their final choice. Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? The post So You Finally Chose a Contact Center Outsourcer.

Three Reasons Your Contact Center Needs to Go Digital


When you close your eyes and imagine a contact center, what do you see? Or, is it a buzzing and dynamic environment equipped with 21 st century customer engagement and analytics technology that empowers businesses to predict customer needs?

Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair.

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. In some ways, it may seem that the banking industry may move slower than others to adopt new technology, but considering the top three satisfaction areas for banking customers, this may not be a bad thing. The post What are Bank Contact Centers Doing Right?

3 Practical Ways AI in the Contact Center Gets Real


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.

Omnichannel is Here: The Case for a Digital Contact Center


With companies increasingly adopting this omnichannel approach, new levels of importance are now placed on the contact center’s ability to analyze the data coming from all of those channels in one comprehensive package. By doing so, the contact center can go beyond traditional interaction—it can truly gain a holistic view of their customers and become one of the most effective customer engagement tools in a company’s arsenal.

Transform the Customer Experience with an Intelligent Contact Center


The evolving demands of digital-savvy customers have a deep impact on the contact center. While these channels provide customers with the information they need, the contact center remains a predominant channel for customers to seek support when they truly need something done.

“We Choose You. Now What?” Navigating The First 90 Days with Your Contact Center Partner


We’ll be celebrating nine years as their contact center partner soon…). That’s why you want to make sure the first 90 days with a contact center partner set both of you up for long-term success. Day 0 to Day 30 with Your Contact Center Partner. As soon as the ink is dry on the dotted line, your new team should be focused on three key priorities: Getting the technology working perfectly. Contact Center OutsourcingOutsourcing.

Your Contact Center is a Hotbed for Customer Engagement: Here’s Why


Therefore, having a strong customer engagement strategy is key to long-term growth and success, and a solid program starts with the contact center. Now, imagine the opportunity that lies within your contact center if you improve customer engagement – even incrementally. If contact center agents aren’t prepared, or the company is not measuring contact center interactions and outcomes, your customer engagement strategy is not likely to yield the returns you want.

Three Ways to Ramp Up Contact Center Quality Assurance


Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience. Here are three ways your call center can improve quality assurance through analytics. Identify ways to reduce repeat contacts.

Finally… A Contact Center for the Digital Era


The reality is that traditional business communications have failed to keep pace with consumer-focused technological devices. Customers know what a good technology experience looks like, sounds like. What’s needed is the re-invention of the contact center for the digital era.

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. Please watch our MAX video to find out how you can streamline contact center interactions.

Top 3 Insights from the 2016 Global Contact Center Benchmarking Report


One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

NICE inContact

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. The days of technology-driven process design are over.

Why Random Sampling Alone is Not Enough to Ensure Contact Center Quality


Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practice that most, if not all, contact center leaders rely on to measure agent performance and ensure quality customer service.

The Cloud in 2016: What’s Driving Adoption Now

NICE inContact

Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers. The contact center is truly the front line in this battle.

How Top Performing Contact Centers Will Own 2017


We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017?

Leveraging Contact Center Technology to Help America’s Soldiers While Improving Performance and Saving Money


The Avaya team demonstrated to Mack Wyche, Chief, Telecommunications Branch, DHA that UC, contact center, and SIP technologies could streamline the agency’s enterprise conference premise solution, migrate from legacy to SIP trunks at its headquarters, and enhance equipment maintenance.

6 factors driving contact center change


Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers?

Flipping the Switch on Video in the Contact Center

Think Customers

Depending on how companies go about deploying video communication technologies, some of the challenges that have impeded adoption is the high amount of bandwidth consumed by video as well as cost constraints. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Emerging Trends contact center preparedness customer engagement strategies

How Contact Centers Manage the Holiday Rush

Call Experts

For reference, this count is almost 10 million higher than what we saw in 2016. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Centers incentivize employees to work over the holiday and be prepared.

Constellation ShortList™ Customer Service and Contact Center Software

Natalie Petouhof

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation to p rovide the best capabilities to drive leading customer service.

Building Customer Experience Bridges Across the Generations

NICE inContact

Millennials have already developed digital expectations that influence their technology choices. While I’m no psychologist, I think Gen-X behavior often follows Millennial behavior in terms of new technology adoption. We’ve been exposed to and use many of the same technologies, if not at such an early age. So whether you’re a Boomer, Gen-Xer or Millennial, stop by Verizon’s booth at the 2016 inContact User Conference on October 11-13 in Orlando, Florida.

Why Build a Contact Center Instead of a Call Center?

Win the Customer

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 billion in 2016 to $15.67

Call Quality Monitoring Dos and Don’ts

NICE inContact

If your employees are interacting with a high volume of customers on the phone, it’s important to make sure those contacts are both positive for the customer and aligned with your business objectives. DON’T: Think of technology as a panacea.

3 Reasons to Focus on Your Weakest Customer Service Channel

NICE inContact

This is one of our favorite quotes from a leading analyst in the contact center space. It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually want to use – not the technology you think they want to use. The omnichannel approach has sent customer service professionals into a tizzy trying to buy the latest technology or go viral on social media.

The Social Media Customer Service Opportunity

NICE inContact

Apparently their social media was as backed up as their contact center. Many of these people will not call your contact center or email your customer service team prior to doing so.