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In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations. About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations. 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. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. MORE
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. MORE
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. The post Is a Strategic Contact Center Partnership Even Possible? MORE
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. 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
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? MORE
How will Artificial Intelligence (AI) affect your contact center? AI Customer Experience Call Center Best Practices Contact Center Trends & Insights 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. MORE
Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. 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
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. 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? MORE
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. MORE
In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Your Contact Center represents the front line to your constituents and customers. The post Moving to Cloud: A Must for Contact Centers appeared first on NICE inContact Blog. 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
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. 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
There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. While many contact centers begin their cloud journey with omnichannel routing , there are multiple paths to the cloud. MORE
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. 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
There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? 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. The post Finding the Right Self-service Mix in Your Contact Center appeared first on NICE inContact Blog. MORE
CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform. Learn more about harnessing the power of CXone cloud contact. MORE
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. RTA is one of the most underrated metrics in the contact center, but undoubtedly one of the most important. MORE
Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes. MORE
While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. Most contact centers fall somewhere in the middle ground. As a contact center leader, where do you start that process? 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
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. MORE
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. MORE
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. MORE
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. MORE
Contact Center Related Topics 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.
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
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NICE inContact
SEPTEMBER 13, 2019
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.
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).
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Transform your contact center to build relationships with your customers that will last a lifetime
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.
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BlueOcean
OCTOBER 17, 2019
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.
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.
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. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog.
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.
Speaker: Rick Nucci, Co-Founder & CEO of Guru
With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. How to leverage AI to drive cloud-based solutions in contact centers.
|
NICE inContact
SEPTEMBER 25, 2019
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.
NICE inContact
AUGUST 23, 2019
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.
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?
BlueOcean
SEPTEMBER 30, 2018
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.
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 9, 2019
There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience?
NICE inContact
SEPTEMBER 30, 2019
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.
NICE inContact
JULY 26, 2019
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?
Speaker: Irit Eizips, CEO, CSM Practice
Customer service, including contact center support and other customer facing teams must then: track the right customer data to prove value was achieved, and track the right KPIs to continuously improve their customer success strategy.
NICE inContact
OCTOBER 23, 2019
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.
NICE inContact
SEPTEMBER 20, 2019
In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Your Contact Center represents the front line to your constituents and customers. The post Moving to Cloud: A Must for Contact Centers appeared first on NICE inContact Blog.
BlueOcean
DECEMBER 16, 2019
Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real.
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.
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
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. RTA is one of the most underrated metrics in the contact center, but undoubtedly one of the most important.
NICE inContact
OCTOBER 9, 2019
CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform. Learn more about harnessing the power of CXone cloud contact.
NICE inContact
AUGUST 23, 2016
While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. Most contact centers fall somewhere in the middle ground. As a contact center leader, where do you start that process?
Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor
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.
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. While many contact centers begin their cloud journey with omnichannel routing , there are multiple paths to the cloud.
BlueOcean
OCTOBER 9, 2018
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. The post Is a Strategic Contact Center Partnership Even Possible?
NICE inContact
JULY 1, 2019
In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations. About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations.
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. But is this the best place to burn our operational calories?
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.
BlueOcean
SEPTEMBER 30, 2019
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.
NICE inContact
DECEMBER 20, 2019
How will Artificial Intelligence (AI) affect your contact center? AI Customer Experience Call Center Best Practices Contact Center Trends & Insights
BlueOcean
MAY 29, 2019
Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
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