inContact

What Is Voice Of The Customer (VoC) And How To Capture It

inContact

Voice of the Customer (VOC) is the entirety of a customer’s expectations, experiences, and feedback from on-boarding through to successful implementation and beyond.

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5 Tips to Lower Contact Center Attrition

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.

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Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

inContact

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

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Embrace Tenure Diversity in Your Contact Center

inContact

Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees.

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How Plansource Uses AskNicely NPS with Salesforce to Transform Customer Relationships

In just nine months, Plansource raised customer happiness by 35%. Learn how.

Accelerate CX Innovation with an Open Development Platform

inContact

If you are a software developer then you’re familiar with the adage “code once, use everywhere”. Code reuse saves time. It’s been a programming staple that has evolved from in-app functions to external libraries, to web services. But what does all of this have to do with customer experience?

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2018: New Ways Cloud Will Enhance Customer Care

inContact

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business.

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The Top Five “Must Have” Contact Center Phone System Features

inContact

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018?

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AAA is Driving Member Satisfaction with Omnichannel Support

inContact

As a regional AAA (American Automobile Association) club serving nine counties in Central Pennsylvania, AAA Central Penn faces significant day-to-day challenges. A 50-member team handles 500 – 700 member interactions every day, with recurring seasonal spikes throughout the year.

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Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

Interactive Voice Response – What it is, What it does, Where it’s going

inContact

Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. In case you wondered: IVR and voice portal are similar, but not the same.

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Build the Business Case to Invest More in Customer Experience

inContact

This is part one of a four-part series on the economic value of NICE inContact CXone. We are now entering an experience economy. Price and product are no longer considered key differentiators. Customer experience is now becoming the new tool to compete in this experience economy.

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Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops

inContact

“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey.

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CXone Cloud Solutions Help Drive Webhelp Nordic’s Global Growth

inContact

Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic.

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Average Talk Time: The Little Metric with Big Insights

inContact

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

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.

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Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

inContact

For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult.

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Best Practice Number Three: Avoid Silo Channels

inContact

The last entry detailed how designing your automation based on existing live agent behavior is essential to a consistent and efficient customer experience.

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Cloud Computing is Evolving – Are Your Contact Centers?

inContact

Cloud computing is now an archaic term. Every business is moving to the cloud and it is just a matter of time before a big swap out from premise. If you think you are not going to embrace cloud, think twice.

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Auror and NPS: The Ultimate Crime-Fighting Duo

Auror uses NPS to fuel business growth through customer happiness. See How.

5 Best Practices for Effective Customer Satisfaction (CSAT) Surveys

inContact

Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer.

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5 Tips to Lower Contact Center Attrition

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.

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The shift from cost center to OPPORTUNITY center

inContact

In the past, call centers and contact centers were seen as ‘a necessary evil’ to doing business – a cost that needed to be managed and minimized. By 2025, the contact center will have evolved into an experience center and it will be viewed within the context of overall business goals.

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Newest Printable Coupons 1/6: Save On Huggies, Butterball, BIC & More

inContact

Newest Printable Coupons 1/6: Save On Huggies, Butterball, BIC & More Good Morning! Here are the Newest Printable Coupons of the day. Save up to $28 with these latest coupons that include brands like Huggies, Butterball, BIC & More.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Build your business case to invest more in customer experience – Learn the metrics that move the needle

inContact

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. In this blog, we will take a deeper look at some of the Key Performance Indicators (KPIs) that drive enhanced customer experience and true financial benefits.

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

inContact

I am, by definition, part of the Millennial Generation, although I’m nearly as old as someone can be while still being lumped in with these young whippersnappers.

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CXone Brings ClearChoice Contact Center into the 21st Century

inContact

ClearChoice has built its brand around providing a convenient, first-rate, patient-centric experience—an approach that has paid off. In little more than a decade, the company has opened 39 ClearChoice Dental Implant Centers across the U.S.,

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Planning for 2018? These Blogs and Reports Should Help

inContact

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Happy reading!

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How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture Description: See how Fleetio uses AskNicely to create customer-first brand and product experiences.

Give the Gift of a Good Customer Experience – Ask What They Want

inContact

Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Maybe you had something in mind that you were hoping to get, and you thought to yourself, “I wish they’d just asked what I wanted, instead of guessing.”

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

inContact

There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment.

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Are You Meeting Your Customers’ Expectations for Omnichannel Service?

inContact

How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like.

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Hear from Top Customer Experience Experts – Plan your Interactions 2018 Agenda

inContact

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! We made sure to choose topics that are top of mind for any customer service organization AND we brought the best industry experts to deliver them.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Still on the Fence? How to Sell Your Manager on Interactions 2018

inContact

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share.

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What does Voice of the Customer mean?

inContact

There are several existing platforms and those that are emerging that exist to give Voice of the Customer (VoC) a way to reach others. Some companies recognize these platforms as a collection of feedback from their customer base.

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Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

inContact

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice.

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Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

inContact

For most of us, Labor Day signals the end of the summer season. Families squeeze the last drops of vacation before school restarts and life resettles into ordinary time.

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The Book of NPS

The simple, straight-talking guide to evolving your business by collecting and acting on customer feedback with Net Promoter Score®.