Expert insights. Personalized for you.
The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE inContact CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment. MORE
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Happier contact center agents mean more pleasant interactions for customers. MORE
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 MORE
That’s why it’s so important for contact centers to have a performance management process to automatically aggregate raw data from the plethora of different data sources the contact center pulls from. MORE
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 MORE
NICE inContact has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services. MORE
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. MORE
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. There are ways to lower contact center attrition that can not only keep the agent but increase productivity and efficiency. MORE
Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). Improving contact center quality is one of those activities that deliver perpetual benefits. MORE
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? Here are some considerations as you look to scale a customer centric culture in your contact center. Today’s contact centers not just have to think about omnichannel. MORE
If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. Call Center Best Practices Contact Center Trends & Insights Customer Experience Digital First Omnichannel Advantages of the Cloud MORE
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. MORE
Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Customer Experience Digital First Omnichannel CXOne MORE
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. MORE
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). MORE
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. Luckily, call center analytics software can help alleviate much of these compliance headaches. With contact center analytics , help is on the way. MORE
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. MORE
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. MORE
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. Today’s agents are clearly the heroes of the contact center – managing angry customers, solving complex problems and juggling multiple systems. What your agents like the most working in contact centers is helping customers. MORE
Now’s the time to step back and look at how you involve agents in your contact center quality management. Analytics Agent Engagement Call Center Best Practices Contact Center Trends & Insights MORE
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. MORE
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. This webinar is a can’t-miss event for any contact centre leaders looking for ways to close the customer service gap and start offering the seamless experience their customer expects. The post Finding the Right Self-service Mix in Your Contact Center appeared first on NICE inContact Blog. MORE
The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety. But that isn’t the only thing that’s on the mind of contact center leaders. Advantages of the Cloud Call Center Best Practices Contact Center Management MORE
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 MORE
While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all. Agent Engagement Call Center Best Practices Contact Center Trends & Insights Do More With Less NICE inContact CXone MORE
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. MORE
Chatbots enable companies large and small to handle customer service inquiries across digital channels without involving human contact center agents. So should we get rid of the poor humans in contact centers? Longer answer: Thanks to chatbots, Intelligent Advisors, and other AI-powered technologies, human contact center agents can focus on complex tasks and meaningful conversations that require the most crucial component — empathy. Chatbots are coming. MORE
A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label. There are important differences between call centers and contact centers. MORE
Selecting contact center software is kind of like choosing a house to buy - you want to get it right because it's a big investment and you know you'll have to live with the decision for a while. MORE
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 EngagementQuality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers. MORE
Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation. AI Customer Experience MORE
Contact Center Related Topics NICE inContact
AUGUST 26, 2020
The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE inContact CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment.
NICE inContact
JUNE 19, 2018
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.
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NICE inContact
SEPTEMBER 3, 2020
That’s why it’s so important for contact centers to have a performance management process to automatically aggregate raw data from the plethora of different data sources the contact center pulls from.
NICE inContact
AUGUST 20, 2020
Selecting contact center software is kind of like choosing a house to buy - you want to get it right because it's a big investment and you know you'll have to live with the decision for a while.
Advertisement
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.
NICE inContact
APRIL 8, 2020
While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all. Agent Engagement Call Center Best Practices Contact Center Trends & Insights Do More With Less NICE inContact CXone
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NICE inContact
NOVEMBER 6, 2018
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.
NICE inContact
DECEMBER 2, 2019
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
NICE inContact
DECEMBER 5, 2017
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. There are ways to lower contact center attrition that can not only keep the agent but increase productivity and efficiency.
NICE inContact
AUGUST 12, 2020
If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. Call Center Best Practices Contact Center Trends & Insights Customer Experience Digital First Omnichannel Advantages of the Cloud
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In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!
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NICE inContact
AUGUST 19, 2019
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.
NICE inContact
APRIL 3, 2020
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.
NICE inContact
AUGUST 24, 2020
Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Customer Experience Digital First Omnichannel CXOne
NICE inContact
JANUARY 22, 2020
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
Advertisement
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.
NICE inContact
JULY 13, 2020
The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety. But that isn’t the only thing that’s on the mind of contact center leaders. Advantages of the Cloud Call Center Best Practices Contact Center Management
NICE inContact
FEBRUARY 26, 2020
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 EngagementQuality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.
NICE inContact
AUGUST 16, 2019
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. Today’s agents are clearly the heroes of the contact center – managing angry customers, solving complex problems and juggling multiple systems. What your agents like the most working in contact centers is helping customers.
NICE inContact
SEPTEMBER 5, 2018
Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). Improving contact center quality is one of those activities that deliver perpetual benefits.
Advertisement
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.
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. Luckily, call center analytics software can help alleviate much of these compliance headaches. With contact center analytics , help is on the way.
NICE inContact
AUGUST 3, 2020
A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label. There are important differences between call centers and contact centers.
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. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Happier contact center agents mean more pleasant interactions for customers.
NICE inContact
FEBRUARY 19, 2020
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.
Advertisement
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.
NICE inContact
JULY 8, 2020
Now’s the time to step back and look at how you involve agents in your contact center quality management. Analytics Agent Engagement Call Center Best Practices Contact Center Trends & Insights
NICE inContact
FEBRUARY 11, 2020
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.
NICE inContact
DECEMBER 30, 2019
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).
NICE inContact
APRIL 29, 2020
Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation. AI Customer Experience
Advertisement
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.
NICE inContact
JANUARY 29, 2020
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
NICE inContact
JULY 26, 2019
Chatbots enable companies large and small to handle customer service inquiries across digital channels without involving human contact center agents. So should we get rid of the poor humans in contact centers? Longer answer: Thanks to chatbots, Intelligent Advisors, and other AI-powered technologies, human contact center agents can focus on complex tasks and meaningful conversations that require the most crucial component — empathy. Chatbots are coming.
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. This webinar is a can’t-miss event for any contact centre leaders looking for ways to close the customer service gap and start offering the seamless experience their customer expects. The post Finding the Right Self-service Mix in Your Contact Center appeared first on NICE inContact Blog.
TechSee
DECEMBER 3, 2019
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.
Advertisement
Transform your contact center to build relationships with your customers that will last a lifetime
NICE inContact
OCTOBER 16, 2019
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? Here are some considerations as you look to scale a customer centric culture in your contact center. Today’s contact centers not just have to think about omnichannel.
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