Contact Center Related Topics 
Omnicus
DECEMBER 7, 2022
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.
Omnicus
SEPTEMBER 8, 2022
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
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NICE inContact
OCTOBER 24, 2021
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.
Customer Think
JANUARY 26, 2023
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.
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!
NICE inContact
MARCH 15, 2021
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
NICE inContact
NOVEMBER 16, 2021
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
NICE inContact
JUNE 6, 2021
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
Mounim Benharouga
OCTOBER 5, 2022
Call Routing: Functionalities, Advantages and Strategies for Contact Centers Published on 02NobelBiz | Blog.
NICE inContact
SEPTEMBER 16, 2021
CRM Contact Center Management Contact Center Trends & InsightsSmall business leaders wear a lot of different hats and juggle multiple responsibilities.
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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!
CX Accelerator
MARCH 16, 2020
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
NICE inContact
DECEMBER 16, 2020
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.
NICE inContact
NOVEMBER 29, 2021
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.
NICE inContact
OCTOBER 14, 2020
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.
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.
NICE inContact
NOVEMBER 1, 2021
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.
NICE inContact
SEPTEMBER 1, 2021
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.
CX Accelerator
MARCH 16, 2020
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
NICE inContact
NOVEMBER 16, 2020
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.
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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
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 Engagement
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.
UJET
NOVEMBER 16, 2020
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.
Omnicus
OCTOBER 20, 2021
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.
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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.
CX Accelerator
JULY 22, 2019
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
NICE inContact
JANUARY 24, 2020
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.
Mounim Benharouga
OCTOBER 5, 2022
How to Measure the Return On Investment (ROI) Of Your Contact Center Solution NobelBiz | Blog.
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
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.
NobelBiz
DECEMBER 20, 2021
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.
NICE inContact
FEBRUARY 9, 2021
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.
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.
NICE inContact
NOVEMBER 7, 2021
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.
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.
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.
Upstream Works
OCTOBER 21, 2022
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.
NICE inContact
DECEMBER 9, 2020
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
NICE inContact
FEBRUARY 22, 2021
When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short.
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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.
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