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.

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

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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

Working in perfect harmony: AI and the contact center

NICE inContact

To learn about all 10 reasons for using AI in the contact center, be sure to check out the replay of the 10 Ways AI Can Improve the Contact Center Experience webinar, which is available now OnDemand.

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.

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

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.

How our complex company’s contact center responds to every unique customer journey

NICE inContact

Customer Experience Contact Center Trends & Insights GeneralSiemens’ customers include businesses from across the spectrum of industry sectors. They range from billion-dollar companies to startups and even students.

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.

How to Use Call Tagging to Enhance Your Contact Center?

NobelBiz

In this regard, contact centers require a system for sorting, categorizing, and organizing all of their call data. The post How to Use Call Tagging to Enhance Your Contact Center?

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.

10 RPA Implementation Best Practices to Automate Your Contact Center

Jacada

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. The Ultimate Playbook for Contact Center Automation Download Now 3. Blog Contact Center Automation Robotic Desktop Automation

How AI Impacts Contact Center Agents

NICE inContact

Change management is part of every successful technology transformation effort. You can nail the technical implementation, but if the people using the new capabilities aren't on board, your project will struggle out the gate.

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.

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.

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.

5 Can’t Miss AI Use Cases for Your Contact Center

NICE inContact

AI Contact Center Management Contact Center Trends & InsightsArtificial intelligence (AI) is the latest buzzword in the business world. Organizations are looking to AI to do everything from automating help desk responses to speeding up the development of life-saving drugs.

3 Ways Employee Disengagement Is Hurting Contact Centers

Jacada

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Blog Call Center Life

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.

Cloud Contact Centers: 5 Considerations for IT

Upstream Works

Cloud-based platforms are becoming more prevalent in contact centers. Decisions around cloud will be technology-driven, and IT will need to consider the implications for both contact center operations and the broader organization.

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.

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

NICE inContact

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

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

NICE inContact

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?

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

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.

Data-Driven Approach to Proving Customer Success

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.

3 Ways Cloud Contact Center Solutions Benefit Agents

Upstream Works

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. To ensure they get full value from cloud-based contact center solutions, here are three key considerations.

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

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.

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.

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.

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

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.

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

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

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.

Hybrid CX (Pt 3) - Why Organizations Feel Pressured To Go Digital And How To Help Them

Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor

In today’s high-pressure world, digital transformation is everywhere on the agendas of corporate boards and has risen to the top of CEOs’ strategic plans. Artificial intelligence, blockchain, 3D printing, the Internet of Things, and drones are some of the emerging technologies that are already transforming our world. In this fast changing domain — predicted by few and now a reality for all — how can companies transform today’s challenges into tomorrow’s opportunities? This webinar is designed for a broad audience including business and technology professionals, as well as managers in the contact center industry. Join us if you are looking to learn why there's so much pressure to go digital, and how to successfully implement digital transformation through emerging technologies and transformation planning.

Contact Center Automation: From Nice-to-Have to Necessity

NICE inContact

Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19.