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5 Tips to Lower Contact Center Attrition

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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.

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

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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?

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

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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.

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

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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.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

2018: New Ways Cloud Will Enhance Customer Care

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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.

Average Talk Time: The Little Metric with Big Insights

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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.

The Social Media Customer Service Opportunity

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Earlier this year I had an issue with an airline so, as many of us would do, I called them. I was greeted with an automated message telling me that the wait time is expected to be 90 minutes. Naturally, I did what many of my fellow millennials would do and took my issue to social media.

How Contact Center Customer Experience Will Evolve in 2017

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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.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Speech Analytics: Changing the Game for Contact Center Technology

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Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. In the past, organizations have relied on humans (i.e.,

Reduce Repetition with an Omnichannel Customer Experience

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Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video.

Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management

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Avoid These Roadblocks to Achieve a High Performing Contact Center

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Every day we go to work with the objective of helping our companies improve. Each day is shaped by the goal of success. As we all know, high performance of employees is what makes this goal a reality. If there is low performance, improvement is scarce.

ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!

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We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Throughout Alec’s impressive career, he has worked on fascinating projects on stage, on screen and in film.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service

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The pace of business innovation moves at speeds that were unfathomable just 20 years ago. Internet, personal computers, and even phones have evolved to unimaginable capabilities, transforming the contact center industry, and for that matter the business world.

The Secret to Better Outbound Calling? Stop Playing Games!

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As children, my friends and I thought it was fun to ring our neighbor’s doorbell and then hide. We would hide and wait for them come to the door expecting someone to be there. We would snicker from our hiding place watching how frustrated they would get when no one was there.

Omnichannel Solutions Offer 30% Reduction of Call Abandonment for Carlson Rezidor

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When it comes to competitive industries, few rank higher than hospitality. With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical.

Removing the Barriers: The inContact Connector for Skype™ for Business

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Do you sometimes have the impression that your contact center is an “island” in the sea of your company? Do your agents feel like they are “stranded”, all on their own, relying on the proverbial “message in a bottle” to communicate with anyone outside of the contact center?

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Call Quality Monitoring Dos and Don’ts

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Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives.

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

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If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences.

To Unlock True Benefits of Digital Transformation, Moving to the Cloud is First Step

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As more enterprise organizations move their businesses to the cloud, many of them are surprised to learn that the biggest payoffs from transformational change are unlocked after moving their technology platform to the cloud.

Voice of the Customer is More than Just Feedback Surveys

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V oice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

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

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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. Positioning in the Magic Quadrant is based on two criteria: Ability to Execute , and Completeness of Vision.

From the C-Suite and Beyond: Driving the Value of Customer Experience

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How inContact “Walks the CX Talk”. inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business.

9 Ways Millennials Have Transformed Contact Center Customer Experience

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As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience.

5 Reasons Why Your Contact Center Needs Speech Analytics

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Understanding customers’ needs would be much simpler with access to a fortune teller’s mystical crystal ball. Unfortunately, in the real world there are no shortcuts to this type of enlightenment. Or are there?

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

Best Practice Number Three: Avoid Silo Channels

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

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

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“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.

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

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Do your agents scatter like ants when they see you coming? Do they look for any excuse to reschedule your 1:1s or coaching sessions? 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.

Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

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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.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

How to Leverage Six Sigma to Improve Customer Experience

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For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together.

Zebra Technologies Expands Global Customer Service With inContact

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Zebra-brand printers are used by more than 90 percent of Fortune 500 companies, which means Zebra Customer Support has an important role in delivering amazing customer experiences. Zebra Technology manufactures and sells computer printing technologies for a variety of sectors, all over the world.

Building Your Training Team from the Ground Up

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One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures.

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

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According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue.