Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

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.

Scaling a Customer Centric Culture in Your Contact Center

NICE inContact

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?

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. The post Finding the Right Self-service Mix in Your Contact Center appeared first on NICE inContact Blog.

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. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

AI in Contact Centers – IT Gets the Driver Seat

NICE inContact

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.

Top Three Myths of Hiring Remote Contact Center Agents

NICE inContact

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.

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.

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.

CXone Cloud Contact Center Software Helps Energy Company Soar

NICE inContact

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

Moving to Cloud: A Must for Contact Centers

NICE inContact

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.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

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 Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. And thanks to its rigorous analysis of vendors within the market, the report helps buyers ensure the right cloud technology partner is selected for their contact center needs.

Journey to Contact Center Success

NICE inContact

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

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?

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

NICE inContact

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. NICE inContact was also recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America report.

Next Issue Avoidance – How contact centers can preempt follow-up calls

TechSee

Contact centers are perfectly placed to predict imminent customer queries. By analyzing data from large sets of trouble tickets, organizations can anticipate customers’ next questions and eliminate huge volumes of future contacts.

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

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.

Exceptional Experiences for Employees and 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.

Five Tips for Improving Contact Center Management

NICE inContact

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.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

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.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center?

Customer Context at the Speed of the Conversation

Swedish Rail Unifies Contact Center Operations with Cloud

NICE inContact

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.

Coaching — Medicine for the Contact Center

NICE inContact

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics.

Enterprise Contact Center Software Buyer’s Guide: Recommendations from Gartner

NICE inContact

It is time to modernize your contact center. But it may have been five years or more since you last evaluated technology options or vendors for call center software. Join the webinar, Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center , for guidance on managing the entire contact center software evaluation cycle, from building a consensus on priorities internally to evaluating your options to negotiating and selecting new partner.

The Problem with Doing Nothing in the Contact Center

NICE inContact

If you speak with any contact center leader, you begin to sense their frustration with how difficult it is to deliver the experience customers demand today when using tools built nearly a decade ago! What a call center was designed to do even two years ago will become obsolete.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

New Ways to Think About Contact Center Quality Monitoring

NICE inContact

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.

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.

Growing Your Contact Center Culture

NICE inContact

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?

How to Shortlist Potential Contact Center Partners

BlueOcean

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. Meeting potential contact center partners in person allows you validate the intangible elements of the business relationships first (like culture fit, physical work environment, and employee engagement,) helping you shortlist the organizations you choose to invite into the RFP process.

Your Complete Customer Engagement Handbook

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

Intraday Management — GPS for the Contact Center

NICE inContact

Intraday reforecasting allows for the contact center to reevaluate needs based on the day-of trending of volume, average handle time, and service levels. Typically, the platform will display the number of expected contacts — aka the original forecast — alongside the days’ actuals so far by interval. For more ways on how to elevate your contact center, check out these resources.