article thumbnail

5 Steps to Engage Unengaged Employees in the Contact Center

Omnicus

As a team leader in a contact center, it can be frustrating when you have unengaged employees. contact centerThese employees may be lackadaisical, uninterested in their work, or simply going through the motions without any real passion or drive.

article thumbnail

A Guide To Monitoring Your Remote Contact Center Agents

Omnicus

A contact center is an essential part of every company’s business. The Coronavirus has forced companies to adapt in rapid ways When the pandemic first hit in March 2020, contact center operations were immediately impacted. contact center work from home

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

The scariest contact center digital transformation pitfalls to avoid

NICE inContact

If you need help escaping the monsters lurking in plain sight that want to spend your digital transformation strategy and change management, the eBook Change management blueprint for contact center digital transformation can make the process easier.

article thumbnail

7 Contact Center Trends to Watch in 2023

Customer Think

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

article thumbnail

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

article thumbnail

How Texting Keeps Your Contact Center Agile in 2021

NICE inContact

The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues. Contact Center Trends & Insights AI

article thumbnail

Wondering how to improve customer experience in your contact center? Try these 10 best practices

NICE inContact

Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences. Contact Center Trends & Insights Contact Center Management CXone

article thumbnail

An inside look at contact center BPOs

NICE inContact

Like everyone else, contact center BPOs (business process outsourcers) are emerging from more than a year of drastic and unforeseen upheaval. Contact Center Trends & Insights

article thumbnail

Call Routing: Functionalities, Advantages and Strategies for Contact Centers

Mounim Benharouga

Call Routing: Functionalities, Advantages and Strategies for Contact Centers Published on 02NobelBiz | Blog.

article thumbnail

4 Benefits of integrating CRM for small companies with contact center software

NICE inContact

CRM Contact Center Management Contact Center Trends & InsightsSmall business leaders wear a lot of different hats and juggle multiple responsibilities.

article thumbnail

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

article thumbnail

Is "Agent" Offensive to Contact Center Professionals?

CX Accelerator

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Contact Center Employee Experience

article thumbnail

Contact Center Investments for Success in 2021

NICE inContact

It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.

article thumbnail

It’s a mad, mad world out there. Can contact centers provide some calm—and even a little happiness?

NICE inContact

Contact Center Management Contact Center Trends & Insights Customer ExperienceWe all get mad. Boy, do we get mad. We all have our triggers. Someone cuts us off in traffic. We’re given the wrong order.

article thumbnail

Mapping Your Contact Center Strategy to Changing Customer Behavior

NICE inContact

Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise.

article thumbnail

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

article thumbnail

The top three things that will win over business leaders for contact center technology investments

NICE inContact

Other contact centers are upgrading their technology to keep up with customer and competitive demands. To get a more macro view of technology investments, download the complimentary ContactBabel report, State of Contact Center Transformation in the New Digital World.

article thumbnail

Answers to your questions about artificial intelligence in contact centers

NICE inContact

AI Contact Center Trends & Insights Customer ExperienceArtificial Intelligence (AI) is the veritable reigning champion and current all-star industry buzzword. Most people interact with AI daily in some form or another.

article thumbnail

Is "Agent" Offensive to Contact Center Professionals?

CX Accelerator

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Contact Center Employee Experience

article thumbnail

Data Lakes: Navigating Storage and Analytics in Cloud Contact Centers

NICE inContact

Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Do More With LessA data lake is a repository for storing massive amounts of raw data in its native form, in a single location.

article thumbnail

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.

article thumbnail

Quality Management Basics in Today's Contact Centers

NICE inContact

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

article thumbnail

5 Tips to Lower Contact Center Attrition

NICE inContact

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.

article thumbnail

Contact Center Digital Transformation Strategy

UJET

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

article thumbnail

35 Contact Center Statistics To Know in 2022

Omnicus

To ensure that you can create the excellent customer experiences that your customers today expect, you will need insight and analysis to take the temperature of your contact center. contact centerPoor customer service is a terrible business. In the United States alone, companies lose nearly $ 75 billion in revenue due to poor customer service.

article thumbnail

How Sharpen Elevates Contact Center CX with Deepgram

One of the most crucial tools for contact center solutions is automatic speech recognition (ASR). Learn how Sharpen elevates their CX by arming agents with Deepgram's fast, accurate, reliable speech transcription to improve productivity in real-time.

article thumbnail

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. Contact Center

article thumbnail

Preparing Your Contact Center for the Unexpected

NICE inContact

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.

article thumbnail

How to Measure the Return On Investment (ROI) Of Your Contact Center Solution?

Mounim Benharouga

How to Measure the Return On Investment (ROI) Of Your Contact Center Solution NobelBiz | Blog.

article thumbnail

Contact Center 101: What is Workforce Optimization?

NICE inContact

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

article thumbnail

Artificial Intelligence in Cloud-Based Solutions

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.

article thumbnail

5 Ways To Optimize Call Abandonment Rate For Contact Centers

NobelBiz

Call abandonment is a metric that may be used to assess a contact center's performance. Observing this key performance indicator allows you to identify and fix contact center flaws. The purpose is to provide the best service possible to customers.

article thumbnail

Welcome 2021 How to Prepare Your Contact Center for Anything

NICE inContact

Contact centers are often said to be on the front lines of delivering satisfying customer experiences. They fight a well-planned battle every day to provide low queue times, high first contact resolution rates, accurate responses, and engaging interactions guided by high quality agents.

article thumbnail

4 Essential Contact Center Improvements In A Year of Uncertainty

NICE inContact

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.

article thumbnail

Take off the blinders! Your customers have already engaged with your business before engaging your contact center

NICE inContact

Customer Experience Contact Center Management Call Center Best PracticesI bought a new "assemble-it-yourself" desk and chair last month to better accommodate my work-from-home lifestyle.

article thumbnail

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

article thumbnail

Contact center supervisors: Practical advice for boosting remote agent engagement

NICE inContact

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.

article thumbnail

Create Seamless Contact Center Experiences with AI Application Integrations

Upstream Works

As contact centers transition to the cloud, there are several areas where AI is poised to play a leading role, including providing seamless customer experiences (CX). One reason is that many contact centers are more focused on internal performance than the customer.

article thumbnail

Reimagining the Contact Center for Work From Anywhere

NICE inContact

The reimagined, work-from-anywhere contact center has several benefits. Advantages of the Cloud Call Center Best Practices Agent Engagement Contact Center Trends & Insights Customer Experience

article thumbnail

Digital contact centers: The future is now

NICE inContact

When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short.

article thumbnail

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.