Assessing your Contact Center Solution

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Call Center Best Practices Advantages of the Cloud Customer ExperienceAetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.

Contact Center Call Recording: What you need to know

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Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.

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Burning Questions: PCI Compliance in the Contact Center

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Call Center Best Practices Cloud Security Contact Center Trends & InsightsThe news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo.

Call Center Automation Depends on Collaborative AI

TechSee

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!

Uncertainty or crisis? Preparing the contact center for the unknown

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Advantages of the Cloud Call Center Best Practices Agent Engagement Call Center Compliance Contact Center Management Contact Center Trends & Insights Digital First Omnichannel

Preparing Your Contact Center for the Unexpected

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NICE inContact has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.

Building the Business Case for Contact Center Improvements

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Call Center Best Practices Advantages of the Cloud Contact Center Trends & Insights Customer Experience

Successful Call Center Agents Share This Personality Type

TechSee

The contact center agent’s job is getting harder. Call volumes in many contact centers are down along with the cost to serve. However, that means successful call center agents must now deal with a far greater proportion of complex issues.

Halloween Horrors: Monsters that Cause Call Center Attrition

TechSee

As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. Ghost calls plague contact centers of all sizes, driving agents to distraction.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Training Contact Center Agents to Multitask

NICE inContact

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask.

Announcing our Best-In-Class Glossary of Contact Center Terms

NICE inContact

To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary! Call Center Best Practices Contact Center Trends & Insights

Call Centers are the Front Line of Customer Service

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Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. calls within the first six weeks of the deployment! center.

Avoiding the Mounting Contact Center Compliance Squeeze

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Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. Luckily, call center analytics software can help alleviate much of these compliance headaches. With contact center analytics , help is on the way.

Contact Center Leaders Advise How to Manage Your Team During a Crisis

NICE inContact

COVID-19 contact center Business Continuity Planning has taken top priority. Advantages of the Cloud Call Center Best Practices Agent Engagement Contact Center Trends & InsightsOur lives have been disrupted, both at home and work.

Three Reasons to Use Visual Language in the Contact Center

NICE inContact

Especially with the rise of digital interaction channels in the contact center. Customer Experience Contact Center Trends & Insights Call Center Best PracticesImagination. Visualization. Insight. These words are part of our verbal language.

Finding the Right Self-service Mix in Your Contact Center

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For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost as little as 25 cents. The post Finding the Right Self-service Mix in Your Contact Center appeared first on NICE inContact Blog.

Contact Center 101: What is Workforce Optimization?

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Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. Advantages of the Cloud Call Center Best Practices Contact Center Management General Workforce Optimization

10 Steps to Reduce Call Center Attrition

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But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on. If possible, take recruits on a tour of the call center floor and have them watch an agent field a couple of calls.

What Does a Contact Center Emergency Response Plan Look Like During a Pandemic?

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When I dial 211, an automated call message directs me to a kind voice of a contact center agent on the other line that greets me with “how can I help you today?” The call center agent has a plan.

Work Life Balance in the Contact Center

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Digital transformation and the gig economy have made remote work common across the globe—the contact center industry was no different! Agent Engagement Workforce Optimization Advantages of the Cloud Call Center Best Practices

Contact Center 101: The What and Why of CRM Integration

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If he were alive today, he’d make a great contact center consultant. He’d be touting about the increased knowledge your agents—and your business—gain when you integrate your contact center software with your customer relationship management (CRM).

3 key benefits of FULL Contact Center Analytics

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Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center.

Contact Center Agent Training: Key to Engagement and Customer Experience

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And it’s become a contact center mantra for good reason – a recent Gartner Survey indicated that 86% of customer experience execs point to Agent Experience (AX) as the single greatest factor impacting CSAT! We’ve all heard it a hundred times before – “Happy agents make happy customers.”

Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

Agent: Hello, thank you for calling Longbow Telecom. Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Creating a visual contact center knowledge base.

The Devil I Know vs. The Devil I Don’t in the Call Center

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I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. Stop paying for expensive, time-consuming upgrades and stop using a variety of vendors to piece together a workable solution in your contact center.

AI in Contact Centers – IT Gets the Driver Seat

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Contact centers are no exceptions. Contact center execs are keen on leveraging AI for the right use cases and the one team they rely heavily is IT. As IT leaders, here are some key aspects to think through as you roll out an AI project in your contact center.

Building the Contact Center SOW: The Framework for Success

BlueOcean

The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW. Who serves as the primary point of contact? Building the Contact Center SOW.

Five Tips for Improving Contact Center Management

NICE inContact

Contact center management is hard. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution. Very hard, actually.

How to improve you call center customer experience strategy for 2019?

TechSee

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise.

Top Three Myths of Hiring Remote Contact Center Agents

NICE inContact

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.

3 key benefits of FULL Contact Center Analytics

NICE inContact

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center.

Scaling a Customer Centric Culture in Your Contact Center

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Contact centers of today are not just customer service centers. But there are only so many hours in the day, so how do you scale a highly connected, customer centric culture in your contact center , with limited budget?

10 Call Center Mistakes to Avoid when Striving for Effortless Experience

TechSee

To help companies improve their Customer Effort Score (CES), we’ve compiled a list of 10 call center mistakes that often result in high customer effort. Single contact resolutions are the contact center equivalent of one-click ordering.