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.

Mapping Your Contact Center Strategy to Changing Customer Behavior

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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.

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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.

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

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.

Three Ways to Accelerate Collaboration in the Contact Center by Integrating Microsoft Teams

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If you’re one of the thousands of companies that has embraced Microsoft Teams for your internal communications and collaboration, have you ever thought about extending it into your contact center?

5 Ways to Refresh Your Contact Center Agents' Mindset in the New Year

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Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances. Agent Engagement Contact Center Management

5 Proven Ways to Make your Contact Center RPA Successful

TechSee

One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making.

4 Essential Contact Center Improvements In A Year of Uncertainty

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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.

Time for a New Engine? 4 Ways Modern ACDs Are Driving Today's Contact Centers

NICE inContact

An ACD is essential contact center technology. Without an ACD, the operation would be in disarray, which is why it is indispensable for every contact center.

8 Contact Center Trends to Watch in 2020

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!

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. Agent Engagement Call Center Best Practices Contact Center Trends & Insights Do More With Less NICE inContact CXone

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. There are ways to lower contact center attrition that can not only keep the agent but increase productivity and efficiency.

5 Key Aspects of Cutting-Edge Contact Center Software and How to Choose the Right One

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There’s a lot to consider when making the software choice for your contact center. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights

Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

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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.

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.

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.

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.

How Contact Centers are Rising to the Demands of Consumers Based from Home

NICE inContact

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive.

3 Tips to Make Your Contact Center a Little More Ho-Ho-Happy this Holiday Season

NICE inContact

Analytics CXOne NICE inContact CXone Call Center Best Practices Contact Center Trends & InsightsThe holidays are upon us, and you can make this holiday season merry and bright not only for your customers but for your agents too.

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.

Call Center vs. Contact Center - 17 Differences You Should Know About

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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. There are important differences between call centers and contact centers.

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. Achieve your vision, view the path to possibility within your contact center in this video. The post Journey to Contact Center Success appeared first on NICE inContact Blog.

Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

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.

Everything You Need to Know About Finding the Best Cloud Contact Center Software

NICE inContact

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.

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.

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. 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.

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 EngagementQuality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

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. 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.

Do Humans Still Have a Place in Contact Centers?

NICE inContact

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.

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.

How to Get the Most from Your Contact Center Call Recordings

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Advantages of the Cloud Call Center Best Practices Call Center Compliance Call Recording Contact Center Trends & Insights NICE inContact CXone CXoneThere are numerous reasons to record calls, but leading the pack is quality.

Finding the Right Self-service Mix in Your Contact Center

NICE inContact

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.

Five common contact center pain points, and how performance management software can help

NICE inContact

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.

8 Qualities of Effective Contact Center Agents

NICE inContact

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Here our are 8 Qualities of Effective Contact Center Agents. ” In the course of servicing a customer, they may be updating information such as home and email addresses, credit card information and contact preferences.

Your Complete Customer Engagement Handbook

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

Inform Your Decision to Move to Cloud Contact Center Technology – Latest Analysis from Omdia

NICE inContact

Moving to cloud contact center technology is not a question of if, but when. When your contact center is ready for this transformation, Omdia has provided an important resource to help.