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.

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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.

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.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.

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.

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Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

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. Agent: Hello, thank you for calling Longbow Telecom.

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.

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.

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.

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

IT Leaders – Time to Elevate Contact Center Performance

NICE inContact

IT leaders rely on a set of critical contact center functionalities for efficiency and success. Wouldn’t it be great if there were solutions that allowed for easy scalability, global connectivity, omnichannel routing, all in a unified and secure platform? NICE inContact CXone helps IT leaders elevate the performance of their contact centers with the leading cloud call center software in the market. .

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.

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 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.

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?

Overcoming The Most Persistent Contact Center Challenges

Integrity Solutions

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. Top Contact Center Challenges. Empowering Your Contact Center Managers to Act.

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.

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.

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.

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.

Top 10 Things to Assess on Your Contact Center Vendor Site Visit

BlueOcean

You’ll task your team with running a tight procurement process to assess potential contact center partners. That’s why we’ve put together a list of the top 10 things to assess on your contact center vendor site visit. Which Comes First Contact Center Visit or the RFP?

AI Chatbots in the Contact Center – Help in a Crisis

Comm100

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. The post AI Chatbots in the Contact Center – Help in a Crisis appeared first on Comm100.

Contact center customization when it matters most

Talkdesk

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle.

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.

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.

AI Chatbots in the Contact Center – Help in a Crisis

Comm100

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. The post AI Chatbots in the Contact Center – Help in a Crisis appeared first on Comm100.

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.

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.

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.

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 ”.

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

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

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.

Contact Centers Maintain Human Connections in Times of Crisis

Think Customers

And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. Contact centers and customer service organizations play a critical role in enabling those human connections.

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.