Scaling a Customer Centric Culture in Your Contact Center

NICE inContact

Contact centers of today are not just customer service centers. It has never been more important to create highly personalized connections with your customers — and connect with them more frequently than ever.

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.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Do Humans Still Have a Place in Contact Centers?

NICE inContact

Chatbots enable companies large and small to handle customer service inquiries across digital channels without involving human contact center agents. Select one to get your newest offerings, select nine to be connected with our rep.” So should we get rid of the poor humans in contact centers? Humans have an irreplaceable role in contact centers. The post Do Humans Still Have a Place in Contact Centers? Chatbots are coming.

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.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair.

Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ). What your agents like the most working in contact centers is helping customers.

Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ). What your agents like the most working in contact centers is helping customers.

DentalPlans.com Performance Soars with Workforce Management in its Contact Center

NICE inContact

The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. The contact center operation now operates seamlessly on the CXone platform from three locations—Plantation, FL, Las Cruces, NM and Santiago, Dominican Republic. Before teaming up with NICE inContact and CXone, however, the contact center operation didn’t always run like a well-oiled machine.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. plan for more complex channels, such as connected devices? The contact center is the one. of contact centers measure. Contact centers measure.

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

Today’s contact centers face a daunting challenge. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019.

How Contact Center Customer Experience Will Evolve in 2017

NICE inContact

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. This year, you can expect contact centers to be highlighted by: Total Voice Ownership. Some contact center offerings aren’t solutions, but simply compound issues.

Is a Strategic Contact Center Partnership Even Possible? [eBook]

BlueOcean

So, what about your contact center outsourcer? It’s a valid question – one which requires breaking down some of the myths associated with outsourcing your contact center. Myth #3: Outsourcing Robs You of the Connection to Your Frontline Agents.

eBook 179

How to Ease the Pain of Scaling Your Contact Center

BlueOcean

At its most basic level, growing your in-house contact center means you’ll need more space. There’s also the cost of upkeep, both to the facility itself and of your technical infrastructure, where regular upgrades will be necessary to keep your contact center ahead of the curve. Scaling your workforce to meet higher contact volumes puts strain on multiple functional areas – most especially your talent acquisition and training teams. Business is booming? Great!

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

rely on contact. center data 39%. sources that are democratized, such as contact. center data–a goldmine for customer insights. Often overlooked, the contact center provides. CUSTOMER, THE CONTACT. invaluable resource, transforming the contact.

Oh, the Places You’ll Go: The 4 Contact Center Location Considerations

BlueOcean

We talk a lot in this blog forum about partnership and who you should choose as an outsourcer contact center partner, but where you choose to outsource to is almost as important an element in the procurement process. Choosing the Best Location for Your Contact Center.

The Contact Center of the Future in the Distributed Workforce Era

TechSee

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. In fact, the global Contact Center as a Service (CCaaS) market is projected to expand to USD 24.11

Transform Citizen Connections with Cloud

NICE inContact

Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of newer tech that redefines our experience with contact centers. The Centralized Contact Center.

Your Contact Center Superhero

Calabrio

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. Profile of a Contact Center Superhero. Personally connect with the agents.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

9 Ways Millennials Have Transformed Contact Center Customer Experience

NICE inContact

Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations. Decades ago, customers only had a couple options for contacting a company: phone or mail.

Addressing the Shadow Contact Center(s) in Your Company

Talkdesk

As a consumer – and one with an intimate knowledge of contact centers – when I’ve called to speak to a provider, I’m often trying to reach someone that I’ve spoken with previously and end up hitting zero to get out of the IVR menu because I can’t find a way to get to them directly.

Don’t Lose Customers to a Bad Contact Center Experience

NICE inContact

Is it a dinosaur, competing to stay relevant in today’s always-connected smart phone environment? The post Don’t Lose Customers to a Bad Contact Center Experience appeared first on NICE inContact Blog. Advantages of the Cloud Call Center Best Practices Customer Experience

10 Tips for Connecting with Customers Emotionally

NICE inContact

So, the importance of engaging customers and connecting with them emotionally can’t be overstated. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally.

Study: The Health of the Contact Center

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.

Is Your Contact Center Training Missing These Things?

Integrity Solutions

The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers.

Contact Centers aren’t Ready for Omnichannel

Calabrio

The potential of “omnichannel” when it comes to contact centers is undeniable. A More Impersonal Connection and Incomplete Planning. There was a natural, personal connection. Whitepaper: “ Multichannel Analytics in the Contact Center ”.

Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up

Calabrio

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.

New Year, New Contact Center RFP? 10 Mistakes to Avoid

BlueOcean

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. These factors require some creativity when responding to and differentiating through the contact center RFP.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D

Navigating Generational Differences in the Contact Center Workforce

BlueOcean

What makes a great contact center agent isn’t as easy to define as you might expect. There’s another layer to be considered as well: generational differences in the contact center workforce. Managing an Multi-Generational Contact Center.

Can You Train Contact Center Agents in Empathy?

BlueOcean

We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. That makes us curious: can you train contact center agents in empathy?

Quantifying the Value of Contact Center AI

Avaya

Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. For example, profit increases driven by AI-enhanced marketing based on customer data collected in the contact center.

Application Ecosystems and the Future of the Contact Center

Avaya

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service.

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. customers and contact center advisors through interactions of higher.

The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.