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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. And I ought to know.

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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. How do you expect customer expectations to change in 2017? Here’s what we learned.

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Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations

Storyminers

How do you expect customer expectations to change in 2017? What’s the most important thing contact center managers should prepare for in 2017? 2017 won’t be a year of ‘one thing changes one time’. At most contact centers, there will be several waves of change within the 2017 calendar year.

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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? Of US consumers surveyed, 56% are highly satisfied with chat interactions, and 47% and 44% of UK and Australian consumers, respectively, say they’re highly satisfied with their recent chat experience. Is your Contact Center Keeping Up?

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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. Your first contact resolution rates will increase, and so should your customer satisfaction. A true case of 1+1=3.

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Protecting Your Contact Center Agents’ Emotional Well-Being

Playvox

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

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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? Of US consumers surveyed, 56% are highly satisfied with chat interactions, and 47% and 44% of UK and Australian consumers, respectively, say they’re highly satisfied with their recent chat experience. Is your Contact Center Keeping Up?