5 Tips to Lower Contact Center Attrition

NICE inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

How Contact Center Customer Experience Will Evolve in 2017

NICE inContact

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.

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5 Tips to Lower Contact Center Attrition

NICE inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

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?

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. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ).

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.

The Truth About Attrition in the Contact Center

BlueOcean

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.

Navigating Generational Differences in the Contact Center Workforce

BlueOcean

What makes a great contact center agent isn’t as easy to define as you might expect. There’s another layer to be considered as well: generational differences in the contact center workforce. Managing an Multi-Generational Contact Center.

Can You Train Contact Center Agents in Empathy?

BlueOcean

We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. That makes us curious: can you train contact center agents in empathy?

New Year, New Contact Center RFP? 10 Mistakes to Avoid

BlueOcean

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. These factors require some creativity when responding to and differentiating through the contact center RFP.

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

NICE inContact

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. That second agent will of course also need access to the contact history.

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. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ).

5 Top Procurement Tips for Seeking an Outsourced Contact Center

BlueOcean

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. Finding the right contact center for you is going to take more than a strategic RFP. Are You Seeking an Outsourced Contact Center?

8 Qualities of Effective Contact Center Agents

NICE inContact

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Here our are 8 Qualities of Effective Contact Center Agents. A thought provoking article in the January-February 2017 issue of the Harvard Business Review takes an in depth look at this very quality.

What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client’s Guide

BlueOcean

Or perhaps you’re looking for a better alternative to your current contact center vendor? Can an outsourced contact center really live up to that? That’s where finding out about a contact center’s hiring practices is vital. Diversity in The Contact Center.

How Top Performing Contact Centers Will Own 2017

Storyminers

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device.

Hot New Contact Center Technology in Early 2017

Jacada

The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future. New technologies for a new era.

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

In light of fast-changing customer demands, is your contact center keeping up? But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. Hear about actual contact center transformations and best practices, too. Is your Contact Center Keeping Up?

33% CSAT for Millennials – Is Your Contact Center Missing Something?

NICE inContact

In order to meet the needs of millennials, and younger generations, chat should be a factor in contact center channel planning. The post 33% CSAT for Millennials – Is Your Contact Center Missing Something?

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

In light of fast-changing customer demands, is your contact center keeping up? As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service. Is your Contact Center Keeping Up?

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

NICE inContact

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. That second agent will of course also need access to the contact history.

Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Here are some best practices that may help make chat a success in your contact center. So here are our top five best practices for web chat as a contact center channel: New to the Chat channel?

Weighing the Pros and Cons of Cross-Trained Contact Center Agents

BlueOcean

One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? Say you’ve been charged with putting together an RFP for contact center services.

TechStyle Improves Contact Center Efficiency and Customer Service with inContact

NICE inContact

Streamlined Contact Center Support. With inContact, I can setup a new brand’s campaign, skills, and points of contact while building out new IVR scripting – all without involving professional services,” Borah says.

Performance Management and the Power of Positive Psychology in the Contact Center

NICE inContact

For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. So, let’s breakdown “flow” into a few tactical strategies that can be used in a modern call center utilizing performance management software. Helping call center agents set specific, measurable, and realistic goals can increase their focus and motivation.

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

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks.

Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce®

NICE inContact

Contact center agents are the most monitored, micromanaged workforce in existence. The post Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce® appeared first on inContact Blog.

3 Reasons Contact Center Analytics Fails

Calabrio

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.

4 ways to keep your contact center agents engaged

Calabrio

To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people.

Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Here are some best practices that may help make chat a success in your contact center. Furthermore, web chat continues to experience strong growth, both in terms of the mounting number of contact centers that support it as a channel, as well as based on an expanding share of the overall number of contact center interactions.

Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?

BlueOcean

True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. Cost reduction cannot be a primary driver behind the way your contact center does business.

Breaking down silos in the multichannel contact center

Calabrio

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Contact center reporting technology of the future.

3 Reasons Contact Center Analytics Fails

Calabrio

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.

Turn Your Contact Center Service Agents into Product Gurus

NICE inContact

According to the American Express 2017 Customer Service Barometer, 62% of the customers surveyed said that an agent’s knowledge and resourcefulness were key to a positive experience. Contact center agents need to know your products and they need to be proud to represent them.

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

NICE inContact

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world.

Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

NICE inContact

Forrester Research’s new report, “Digital Customer Experience Trends, 2017 ,” details how an improvement in the customer experience extends across an organization and impacts employee experiences as well. Get your copy of “ Digital Customer Experience Trends, 2017.”.

How Top Performing Contact Centers Will Own 2017

Storyminers

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device.

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance

NICE inContact

If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. The post Coaching on the Positive: 3 Steps to Enhance Contact Center Performance appeared first on inContact Blog.

Is Social Media in the Contact Center the New Black?

NICE inContact

Ensuring that your contact center does not “miss out” on social channels is vital, just look at these stats: The number of social media users worldwide in 2018 is 196 billion , up 13 percent from 2017. Ensure that your contact center solution allows for this.