NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Hear about actual contact center transformations and best practices, too.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Hear about actual contact center transformations and best practices, too.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

NobelBiz

APRIL 23, 2024

This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements. Legal and Ethical Considerations Debt collection agencies are bound by laws that protect consumers from abusive practices. This is why automation is especially transformative in contact centers.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.

Contact Center 204

Contact Center Training Call Center How To 204

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

CSM Magazine

MARCH 26, 2024

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity.

Contact Center 52

Contact Center Brands Social Media Call Center 52

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

NICE inContact

SEPTEMBER 13, 2019

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources.

Contact Center 136

Contact Center Call Center Analytics Trends 136

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? We want to make it easy for you.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

MiaRec

JULY 28, 2023

When 55% of consumers walk away from a company after experiencing bad customer service, your contact center must always provide quality interactions and support. Using scorecards to grade your agents’ calls can ensure agents are consistently keeping customers happy.

Contact Center 85

Contact Center Consumers Interaction Customers 85

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

NICE inContact

JULY 26, 2019

is the average cost saved per chatbot interaction for messaging-based banking bots 11,000 operating chatbots now are on Facebook Messenger $174 billion could be saved across insurance, financial services, sales, and customer service. Most of the chatbots out there remind me of the interactive voice response (IVR) systems built in the 1980s.

Contact Center 139

Contact Center Chatbots Banking Poor Customer Service 139

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Think Customers

JANUARY 10, 2024

That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. Contact center associates featured on the show were empathetic. Her introduction was designed to be relatable to the 5.2 million viewers tuned in to the No.

Contact Center 52

Contact Center Analytics Healthcare Banking 52

TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. consumers required technician assistance during the COVID-19 pandemic but are still uncomfortable allowing technicians into their homes to repair things like electronics or utilities.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Consumer Behavior, Higher Expectations are Changing the Game.

Contact Center 130

Contact Center Self Service Analytics Banking 130

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

NICE inContact

FEBRUARY 24, 2021

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. In fact, the patient-consumer is already here.

Meeting 167

Meeting Consumers Healthcare Contact Center 167

BlueOcean

JUNE 24, 2019

Today’s consumers expect personalized experiences – especially in complex care scenarios that transcend basic, transactional interactions. That said, keeping your contact center onshore is, well, costly – mostly thanks to stronger economies and higher costs of living. But times change – and so do customers.

Contact Center 174

Contact Center Banking Culture ROI 174

NICE inContact

DECEMBER 3, 2018

Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

NICE inContact

JULY 24, 2019

The highest growth is expected in the areas of messaging and AI-driven self-service , offering consumers more ways to connect with companies so they can select their channel of choice for the type of problem/issue to address. The post The Digital Revolution: Rising Consumer Expectations appeared first on NICE inContact Blog.

Self Service 137

Self Service Consumers Contact Center Omni-Channel 137

NICE inContact

OCTOBER 25, 2019

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. Thus, it’s no longer a matter of “if” your contact center will move to the cloud, but rather “where” and “when” that cloud transformation begins.

Contact Center 120

Contact Center Omni-Channel Report Analytics 120

Playvox

JUNE 28, 2022

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. What Is An Omnichannel Contact Center?

Contact Center 84

Contact Center Omni-Channel Tools Contact Center Software 84

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. and, obviously, for brands serving consumers in Mexico and South America, Spanish is a necessity.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

NICE inContact

SEPTEMBER 7, 2017

Inbound SMS is a relatively new channel, but you should ensure that for routing inbound text interactions, your solution supports a universal queue that simply includes SMS as yet another digital channel with access to all routing options available for other channels (data directed, conditional, skills-based, etc.). A true case of 1+1=3.

Contact Center 168

Contact Center Omni-Channel Interaction Customer Expectations 168

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

NICE inContact

APRIL 29, 2019

consumers at 38 according to the recent NICE inContact CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer. So, why not?

Contact Center 149

Contact Center Self Service Net Promoter Score Call Center 149

BlueOcean

JULY 24, 2017

The same must be said when you’re looking to build a strategic partnership with a new contact center outsourcer. The contact center RFP is essential, of course, but the contact center site visit is invaluable. The Contact Center RFP Process. The Contact Center Site Visit.

Contact Center 0

Contact Center Culture eBook Hospitality 0

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Strategy Gamification Customer Satisfaction 52

Interactions

MARCH 27, 2023

Protecting customer PCI data is always a risk for contact centers, regardless of whether agents work in-center or remotely. However, with more agents working offsite, contact center PCI compliance becomes much harder to enforce. Don’t leave your contact center’s compliance to chance.

Contact Center 62

Contact Center Policies Guidelines Culture 62

Call Experts

JANUARY 27, 2022

With the power of predictive contact center data, support agents can anticipate outcomes and what information customers need before they realize it themselves—and respond quickly, guiding them to the best answers and highest-quality resolutions. Contact centers have always had to deal with the challenge of engaging with customers.

Contact Center 94

Contact Center Data Self Service Call Center 94

NICE inContact

APRIL 30, 2019

Artificial intelligence (AI) has the potential to transform contact centers. Contact center leaders agree and are confident in AI’s role in delivering exceptional customer experiences. But consumers are more cautious. 68% of businesses agree that consumers want to use their virtual assistants (e.g.,

Consumers 149

Consumers Contact Center Chatbots Innovation 149

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

NICE inContact

SEPTEMBER 10, 2019

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. Include self-service solutions to the channels and locations where your consumers are naturally and intuitively going to look for it.

Self Service 150

Self Service Contact Center Exercises Customer Expectations 150