Assessing your Contact Center Solution

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Call Center Best Practices Advantages of the Cloud Customer ExperienceAetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.

Burning Questions: PCI Compliance in the Contact Center

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Call Center Best Practices Cloud Security Contact Center Trends & InsightsThe news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo.

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Quality Management Basics in Today's Contact Centers

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Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Workforce Optimization Customer Experience Contact Center Trends & Insights Call Center Best Practices Agent Engagement

Contact Center Call Recording: What you need to know

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Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Uncertainty or crisis? Preparing the contact center for the unknown

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Advantages of the Cloud Call Center Best Practices Agent Engagement Call Center Compliance Contact Center Management Contact Center Trends & Insights Digital First Omnichannel

5 Tips to Lower Contact Center Attrition

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Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

Creating a collaborative contact center culture

TechSee

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.

Avoiding the Mounting Contact Center Compliance Squeeze

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Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. Luckily, call center analytics software can help alleviate much of these compliance headaches. With contact center analytics , help is on the way.

Building the Business Case for Contact Center Improvements

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Call Center Best Practices Advantages of the Cloud Contact Center Trends & Insights Customer Experience

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Finding the Right Self-service Mix in Your Contact Center

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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. The post Finding the Right Self-service Mix in Your Contact Center appeared first on NICE inContact Blog.

Journey to Contact Center Success

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As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems.

Contact Center 101: What is Workforce Optimization?

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Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. Advantages of the Cloud Call Center Best Practices Contact Center Management General Workforce Optimization

Announcing our Best-In-Class Glossary of Contact Center Terms

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To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary! Call Center Best Practices Contact Center Trends & Insights

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Three Reasons to Use Visual Language in the Contact Center

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Especially with the rise of digital interaction channels in the contact center. Customer Experience Contact Center Trends & Insights Call Center Best PracticesImagination. Visualization. Insight. These words are part of our verbal language.

How to Shortlist Potential Contact Center Partners

BlueOcean

Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. Shortlisting Potential Contact Center Partners.

Contact Center Benchmarks Provide Continuous Improvements

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That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog.

Training Contact Center Agents to Multitask

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As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Contact Center Leaders Advise How to Manage Your Team During a Crisis

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COVID-19 contact center Business Continuity Planning has taken top priority. Advantages of the Cloud Call Center Best Practices Agent Engagement Contact Center Trends & InsightsOur lives have been disrupted, both at home and work.

Building the Contact Center SOW: The Framework for Success

BlueOcean

The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW. Who serves as the primary point of contact? Building the Contact Center SOW.

Contact Center Benchmarks Provide Continuous Improvements

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That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. In just one hour, you’ll gain an in-depth understanding of contact center benchmarks and “the continuous improvement cycle”—a six-step methodology that gets real results so your company can: Compare to competition Pinpoint performance gaps Identify improvement initiatives Enhance enterprise value.

3 key benefits of FULL Contact Center Analytics

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Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Work Life Balance in the Contact Center

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Digital transformation and the gig economy have made remote work common across the globe—the contact center industry was no different! Agent Engagement Workforce Optimization Advantages of the Cloud Call Center Best Practices

Five Tips for Improving Contact Center Management

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Contact center management is hard. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution. Very hard, actually.

Contact Center 101: The What and Why of CRM Integration

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If he were alive today, he’d make a great contact center consultant. He’d be touting about the increased knowledge your agents—and your business—gain when you integrate your contact center software with your customer relationship management (CRM).

AI in Contact Centers – IT Gets the Driver Seat

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Contact centers are no exceptions. Contact center execs are keen on leveraging AI for the right use cases and the one team they rely heavily is IT. As IT leaders, here are some key aspects to think through as you roll out an AI project in your contact center.

Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

Managing Gen-Z and Millennials in the Contact Center

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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.

The Impact of Artificial Intelligence on Today’s Contact Center

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Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? How does a contact center meet these demands?

Scaling a Customer Centric Culture in Your Contact Center

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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?

What Does a Contact Center Emergency Response Plan Look Like During a Pandemic?

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When I dial 211, an automated call message directs me to a kind voice of a contact center agent on the other line that greets me with “how can I help you today?” The call center agent has a plan.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime

Top Three Myths of Hiring Remote Contact Center Agents

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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.