Scaling a Customer Centric Culture in Your Contact Center

NICE inContact

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?

Moving to Cloud: A Must for Contact Centers

NICE inContact

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated.

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NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service Western Europe

NICE inContact

NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released.

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of.

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Start Your Contact Center Move to the Cloud with Workforce Optimization

NICE inContact

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. While many contact centers begin their cloud journey with omnichannel routing , there are multiple paths to the cloud.

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. And thanks to its rigorous analysis of vendors within the market, the report helps buyers ensure the right cloud technology partner is selected for their contact center needs.

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

NICE inContact

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. NICE inContact was also recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America report.

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.

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments. For contact center executives and IT professionals interested in moving.

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?

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group. million calls and 1.5

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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.

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.

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.

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.

The Trifecta of Service Excellence and the Agent’s Reality

NICE inContact

These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? The traditional example is an inbound phone call.

5 Paradigm Shifts Driving the Customer Experience Market

NICE inContact

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series.

The History of Customer Service in 500 Words

NICE inContact

Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Customer Experience Interactions Multi-channel Contact Center OmnichannelThe history of commerce stretches back 150,000 years.

How Businesses Can Create Incredible CX

NICE inContact

Much has been written about the growth of self-service technologies, Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Customer Experience Multi-channel Contact Center OmnichannelConsumers value choice.

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.

5 Surefire Signs You Should Review Your IVR System

NICE inContact

It is good practice for any contact center and IVR , regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service , to conduct regular reviews. First off, some customers simply do not like the channel.

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Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds

NICE inContact

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options.

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.

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

2020 Planning: Answers to Overcoming Budget Objections, Improving Experiences and Specialization

NICE inContact

We’ve just concluded 2020 Planning for Uncertain Times – Practical Tips for Contact Center Leaders, a great webinar series where our speakers discussed the can’t miss investments that you should be making.

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. We believe that the future of customer service is powered by humans helped by call center software. Call Center Best Practices Contact Center Management Contact Center Trends & Insights Multi-channel Contact Center Omnichannel

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.

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.

5 Surefire Signs You Should Review Your IVR System

NICE inContact

It is good practice for any contact center and IVR, regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service, to conduct regular reviews. Advantages of the Cloud Call Center Best Practices Contact Center Management Contact Center Trends & Insights Customer Experience General Multi-channel Contact Center NICE inContact CXone

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The Digital Revolution: Rising Consumer Expectations

NICE inContact

Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. In fact, research finds that Generation Z and millennials have a clear preference toward these next-generation digital channels when communicating with companies. Digital today is much more than just email and chat.

Advanced Chat for CXone: Vera Bradley's Journey to Excellence

NICE inContact

Advantages of the Cloud Call Center Best Practices Contact Center Management Contact Center Trends & Insights Customer Experience Multi-channel Contact Center NICE inContact CXone Omnichannel Using the NICE inContact PlatformVera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. They are passionate and love sharing photos of the products and how they use them every day.

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?

The Trifecta of Service Excellence and the Agent’s Reality

NICE inContact

These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? The traditional example is an inbound phone call.

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.

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

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.

‘What’s Next’ is Here Today: Integrating AI into CXone Solutions

NICE inContact

But if you’re like most, you’re wondering how to harness AI’s amazing potential and incorporate it into your contact center in ways that will benefit customers, agents and the organization. Advantages of the Cloud Call Center Best Practices Contact Center Management Contact Center Trends & Insights Customer Experience Multi-channel Contact Center Using the NICE inContact Platform

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.

How Businesses Can Create Incredible CX

NICE inContact

” In fact, we discovered that almost half of businesses expect to need additional resources for their agent-assisted channels in the coming year, and it’s being driven by consumer demand. The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. Consumers value choice.