With CXone, Fossil Group Unifies Contact Centers, Raises Performance

NICE inContact

Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons. Before adopting NICE inContact CXone, Fossil Group’s contact centers were using different software solutions, which made it challenging to understand exactly how the company was performing as a whole.

What are Bank Contact Centers Doing Right?

NICE inContact

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right?

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

The fact that live chat is a real-time engagement channel makes this possible. Key takeaway: Live chat delivers a service that customers want and helps agents work more efficiently at a lower cost than other channels. We talk a lot about “future-proofing” your business.

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. 2) Adding support for digital messaging and real-time channels.

Why WhatsApp Is the Next Digital Customer Service Channel You Need

NICE inContact

Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Most people already are using WhatsApp over the course of the day, so there’s no channel-hopping when they want to contact a brand — whether that’s with a question about their bank account or data plan. While raising revenues from up sales and more loyal long-term customers, you’ll also save costs from more efficient customer service on a wider variety of channels.

Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? Here are some best practices that may help make chat a success in your contact center.

Avoid These Roadblocks to Achieve a High Performing Contact Center

NICE inContact

inView™ is a revolutionary performance management system engineered by call centers for call centers. Learn how inView™ can drive agent engagement and visibility into your contact center.

Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

Here are some of the key features for any digital customer service software: Powerful CRM : The right CRM tool will tell you more about each customer, gathering valuable information from across digital channels into a constantly growing database.

3 Ways to Streamline Digital Customer Service Integration

NICE inContact

The case for digital customer service integration is clear: Companies using digital channels for customer service can increase customer engagement and answer more customer queries without any additional resources. It’s all about increasing efficiency in the contact center. But making the transition from a legacy system to more up-to-date call center software doesn’t happen automatically. b) Determine the most useful channels for your customers.

Cheat Sheet for Building the Best Chatbot

NICE inContact

Buttons have many characteristics and functions, including: Having 20 characters Opening a URL Calling a phone number Opening a shared dialog in Messenger Forwarding to another flow.

Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? Here are some best practices that may help make chat a success in your contact center. If you already support chat, we have some suggestions that help you make even better use of the channel. There is no single best solution that works for every contact center.

4 Ways to Win with a Multi-Channel Contact Center with Service and Technology

Win the Customer

Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily. Call Center Communication Customer Experience Customer Service

Are Your Customers as Satisfied as You Think They Are?

NICE inContact

This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base. With so many touchpoints in play, it’s more important than ever for contact center leaders to have their fingers on the pulse of their customers, and then align their own performance with what customers actually experience.

4 Questions Every Contact Centre Needs to Ask

NICE inContact

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. This might sound simple, but many customer-centric organisations could benefit from adopting industry-leading technology that enables analysing key metrics, such as first response rate, resolution times, customer satisfaction by channel, and more. What happens when a contact centre doesn’t provide agents with the right tools, training, and technology?

What are Bank Contact Centers Doing Right?

NICE inContact

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right? Customer Experience Multi-channel Contact Center Trends & Insights

5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE inContact

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

5 Reasons Customers Love Chatbots

NICE inContact

If the customer’s needs are too complicated for the bot, he or she will be routed to the best human contact center agent for the job. In the ideal world, customer service agents could spend as much time with each customer as that customer demanded, talking things over and forming a real bond over the course of repeated contacts. However, many contact centers rely on KPIs that emphasize speed because taking too much time on any given customer simply isn’t feasible.

Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

Avaya

Looking back five years ago, 92% of organizations were already working to integrate multiple interaction channelscall it multi-channel, omnichannel, digital transformation—to deliver more consistent, contextualized experiences.

Digital Omnichannel: Most Businesses Aren’t Where They Need to Be

NICE inContact

One top demand is for true omnichannel customer service , no matter the channel. Or better yet, the same agent speaking to them on chat easily can transition with them to phone or to other digital channels. To find out, we surveyed over 900 contact center decision makers. With the proliferation of messaging apps, text, chat, and mobile apps, today’s consumers expect to interact seamlessly with companies through a variety of digital channels — in addition to voice.

Omnichannel Customer Experience = Omnipresent + Omniscient Agents

NICE inContact

With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency. It started as a concept around the ability to serve customers in their channel of choice.

Answers to Some of Your Most Pressing CX Questions Are Just a Download Away

NICE inContact

How about the latest digital channels? Or are they still most satisfied with a phone call with a competent agent? These are questions that keep contact center leaders up at night. We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels.

Do Your Service Channels Turn Your Customers into Net Promoters?

NICE inContact

Our second annual study delves into attitudes and perceptions about customer experience and service delivery — from the perspective of both customers and contact center leaders. In this latest research, we asked more than 900 contact center leaders how likely customers would be to recommend their company based on the consumers’ experience with the company’s service via specific service channels (e.g.,

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program.

5 Ways That Digital Customer Service Is Influencing Customer Expectations

NICE inContact

Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels. Instead of simply waiting for customers to contact the brand, it’s important that companies now use listening technology to keep tabs on the online conversation and the evolution of sentiment. Brands that want to stay relevant need to adapt to the times — and they need the right contact center software to make this happen.

5 Ways to Improve Your Customer Service

NICE inContact

Customers want more options for customer service, specifically social media and digital channels. Companies that deliver these options will be much better off: Companies that provide a consistent service quality across multiple channels retain 89% of customers Companies that do not provide a consistent quality are only able to retain 33% (Aberdeen Group). Key takeaway: It’s vital to be available on channels your customers use. Practice makes perfect, right?

How Valvoline’s Service Team Pleased Two Very Diverse Constituents — Its CFO and Its Customers

NICE inContact

When Valvoline looked into centralizing the inbound calls that its 1,300 retail locations were handling, the business case almost wrote itself. These anticipated benefits were driven by a focus on greatly improving the customer experience across multiple channels. Valvoline was facing a challenge that is common to companies with a significant number of retail locations — what to do with the high number of calls to its individual stores. million contacts annually.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Going Mobile: Building a Remote Workforce

NICE inContact

It can be daunting to create and scale a team of remote contact center agents. Relying on mobile call center agents presents unique obstacles and call for unique solutions. If building a remote agent team is on the horizon for your company — or you want to strengthen your team of mobile agents through contact center software — you won’t want to miss the smart strategies and actionable tactics in this webinar.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE inContact

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. Self-service options for the contact centre are far and many. The momentum is building for self-service in the contact centre, and the stakes are high. The post Self-Service Strategies for Elevating CX at Your Contact Centre appeared first on NICE inContact Blog.

Leading the Way in Contact Center Intelligence

NICE inContact

What is an Intelligent Contact Center? In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc. Single Multi-Channel Interface.

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

NICE inContact

It was a more convenient method of communicating as you could do it when a phone call wasn’t an option and you could carry on a conversation throughout the day/week. A study conducted by the International Customer Management Institute found 80% of consumers want SMS as a communication channel.

CXone Is Right on the Money for Check Into Cash Collections Team

NICE inContact

The good news: The company’s main contact center had been successfully using CXone for five years. Nearly 200 agents make 30,000 outbound calls each day. New opportunities for coaching emerged, and call quality and conversion rates rose. CXone has really helped us shine a light on how we can provide a better customer, employee, and business experience,” says Amber Cannon, Contact Center Support Manager. Check Into Cash had both good news and bad news.

3 Reasons to Focus on Your Weakest Customer Service Channel

NICE inContact

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. This is one of our favorite quotes from a leading analyst in the contact center space. See if it sparks you to rethink your weakest channel. We like this quote because: #1 – Voice is largely ignored and has become the weakest channel for many companies. Think about your voice channel: is it your weakest?

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management

Skate Where the Puck is Going to be: Adapt with Changes to Thrive

NICE inContact

How does all of this apply to contact centers? Your customers’ needs may be changing, and we’ve seen more channel offerings emerge as well. Download this presentation to see how contact centers needs to adapt to stay on pace with their customers.

Honeywell Transforms Its Business with the CXone Solution

NICE inContact

As a multi-industry manufacturing company, Honeywell develops solutions around energy and efficiency. Making every customer experience count is no easy feat for a company that has over 200 contact center locations and 4,000 agents around the globe. The NICE inContact solution has transformed our ability to support our diverse contact center environment,” says Brett Hecker, Vice President, Customer and Commercial Enablement.