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The Future Shines Bright for Sunrun with Increased Contact Center Conversion Rates

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The largest residential solar company in the U.S., Sunrun, is on the leading edge of the clean power revolution. But until recently, its contact center was stuck in another era.

Build your business case to invest more in Customer Experience (CX) – Drive larger financial impact

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In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value.

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.

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

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

Onwards and Cloudwards! Explore your options for moving towards the cloud

Hear from independent research analyst Jon Arnold and our very own Barbara Gonzalez, VP of Global Business Consulting, on this topic as they discuss the forces driving the move to the cloud and the options for businesses when change becomes mandatory.

New Ways to Think About Contact Center Quality Monitoring

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Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT).

Win the Customer Experience (CX) Game in Your Contact Center

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We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive.

Psssssst! The Buzz Around Interactions 2019 has Already Begun

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How will we top Interactions 2018? By leading the charge in industry trends. Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them. Even more hot topics and incredible speakers.

Is Social Media in the Contact Center the New Black?

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Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

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Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes.

CSAT vs. NPS vs. CES: A Guide to Customer Service Metrics

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In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

CSAT vs. NPS vs. CES: A Comprehensive Guide to Customer Service Metrics

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In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center.

Great Customer Experiences Don’t “Just Happen”

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When I arrived on the contact center scene, I knew relatively little about it. Honestly, I hadn’t really heard the term “contact center” not to mention related acronyms like “CX”, “WFO” or “AI”.

Turn Your Contact Center Service Agents into Product Gurus

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James Rouse, an American real estate developer and philanthropist, is credited with saying, “Profit is not the legitimate purpose of business. The legitimate purpose of business is to provide a product or service that people need and do it so well that it’s profitable.”

Don’t Lose Customers to a Bad Contact Center Experience

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79% of consumers indicate that they will leave you if you provide them just one bad customer experience. Consumers not only demand the best from your product or service, but they demand the best from your people, and your systems. There isn’t much room for error, and a lot is at stake!

Journey to Contact Center Success

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As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems.

How to Create an Exceptional Customer Experience

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

Teleflora Business Blossoms with Consistent Customer Experiences

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Who hasn’t been thrilled to receive a beautiful bouquet of fresh flowers on a special occasion? A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of that process, connecting customers to more than 33,000 member and affiliated florists all over the world.

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.

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.

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?

The Ten Commandments of Customer Service

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

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

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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.

Customer Service Metrics Guide: CSAT vs. NPS vs. CES

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In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center.

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.

AAA is Driving Member Satisfaction with Omnichannel Support

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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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

MoneyGram International Raises the Bar on Money Transfers with NICE inContact CXone

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Think about it: Sixteen hundred contact center representatives (over 75% outsourced) in 11 different locations across the globe handle 13 million calls annually!

From Cloudy to Clear: Cloud Native Contact Center Apps Drive Enhanced Customer Experience

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This is part three of a four part series about Cloud Native vs Cloud Hosted. In part one of this blog series, we looked at the basic differences between cloud native and cloud hosted models and in part two on some of the pros and cons of the two models as it relates to IT leaders.

211 LA County Brings Customer First Philosophy to Life with NICE inContact Solutions

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Ten million residents rely on 211 LA County in a natural disaster or public health emergency.

Build the Business Case to Invest More in Customer Experience

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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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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.

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.

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.

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.

Hoveround Successfully Navigates Customer Service – Increases Lead Conversion 116%

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You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up.

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.

Accelerate CX Innovation with an Open Development Platform

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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?

Hitting a Customer Experience (CX) Grand Slam

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I was privileged to be the third at bat as part of a NICE inContact webinar series this month. My title and batting order reference are taken from the theme of the series, how to turn-around a slump in customer experience ratings.

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

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On its way to becoming an international powerhouse in business processing (BPO) and customer experience outsourcing, Webhelp partnered with NICE inContact back in 2010.

7 Steps to Elevate Your Customers' Experience

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