5 Tips to Lower Contact Center Attrition

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.

Journey to Contact Center Success

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.

Five Tips for Improving Contact Center Management

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.

Building the Contact Center SOW: The Framework for Success

BlueOcean

The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW. Who serves as the primary point of contact? Building the Contact Center SOW.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

New Ways to Think About Contact Center Quality Monitoring

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.

8 Qualities of Effective Contact Center Agents

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.

7 Contact Center Glossary Terms You Need to Know

inContact

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . Cloud Contact Center – Cloud computing… applied to the contact center.

DentalPlans.com Performance Soars with Workforce Management in its Contact Center

inContact

The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. The contact center operation now operates seamlessly on the CXone platform from three locations—Plantation, FL, Las Cruces, NM and Santiago, Dominican Republic. Before teaming up with NICE inContact and CXone, however, the contact center operation didn’t always run like a well-oiled machine.

Is a Strategic Contact Center Partnership Even Possible? [eBook]

BlueOcean

So, what about your contact center outsourcer? It’s a valid question – one which requires breaking down some of the myths associated with outsourcing your contact center. The post Is a Strategic Contact Center Partnership Even Possible?

eBook 167

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. customers and contact center advisors through interactions of higher.

5 Tips to Lower Contact Center Attrition

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

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?

Virtual Agents in the Contact Center: Data Gathering Made Easy

inContact

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. But even with just their initial automation effort, they have experienced a 65% cost savings in their contact center.

Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

inContact

Contact centers are lively, energetic places with lots of activity going on. Be mindful of these tips for improving contact center etiquette: . In a contact center, everything hinges on the schedule. Basic contact center etiquette really involves respecting people and time. What are your best tips for improving contact center etiquette? 7 Tips for Improving Contact Center Etiquette appeared first on NICE inContact Blog.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

RFP Questions to Ask About AI in the Contact Center

BlueOcean

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions?

Overwhelmed by needing to modernize your contact center? Start here.

inContact

At some point, every contact center faces the stark reality of needing to modernize. You’re not alone: Determining how to bring your contact center current actually involves a complex web of purchase decisions that can be downright daunting. Relax—help is here: we’ve identified five major challenge areas that every contact center faces and discuss how to navigate each one to determine the right solutions, based on the needs of your contact center.

How to Cash in on Contact Center Failures

inContact

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. These savings can then be applied to contact center improvements.

What are Bank Contact Centers Doing Right?

inContact

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right?

The Top 3 Ways to Forecast for Your Contact Center

it’s the foundation of contact center scheduling. things—like contact volume—that can be so. leads to a spike in contact volume, which in turn. one; it’s when contact forecasts are chronically. than actuals, contact centers overstaff to cover.

Give Your Contact Center a Pink Slip

inContact

A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly.

Embrace Tenure Diversity in Your Contact Center

inContact

Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones.

5 Most Critical Elements of a Successful Contact Center Launch

BlueOcean

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. A successful contact center launch isn’t as simple as flipping the switch and 3-2-1 blast off.

How to Handle Angry Customers in Your Contact Center

inContact

Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Contact centers can use desktop tickers , to provide real-time SMILE reminders and coach agents to smile regardless of the type of call that comes into their queue. .

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies. The contact center is the one.

5 Helpful Contact Center Tools for Managers

inContact

The same is true of any industry including contact centers. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Here are five helpful tools that can solve common contact center issues and provide a better service. Do you know which topics or issues come up the most during calls in your contact center?

The Fundamental Guide to the Contact Center RFP

BlueOcean

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process. Planning for 2019 already?

How to Engage Gen Z in the Contact Center

BlueOcean

For those of us in the contact center industry, we welcome this new cohort into our multi-generational workforce. In the contact center world, there is a lot of work that is tailormade to leverage Gen Z’s greatest strengths. Engaging Gen Z in the Contact Center.

Quantify your Contact Center Success with CCaaS and KPIs

inContact

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s.

Your Complete Customer Engagement Handbook

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

How Contact Center Customer Experience Will Evolve in 2017

inContact

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. This year, you can expect contact centers to be highlighted by: Total Voice Ownership. Some contact center offerings aren’t solutions, but simply compound issues.

7 Tips to Improve Contact Center Customer Experience

inContact

Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy. Contact Center Customer Experience can be enhanced every step of the way as customers interact with the brand.

Implement Continuous CX Improvements in Your Contact Center

inContact

In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. Tune in and begin transforming your contact center today.

What You Need to Know When Looking for a New Contact Center Outsourcer [Slideshare]

BlueOcean

Looking for a new contact center outsourcer is rarely as simple as it sounds. The End-to-End Contact Center Solutions Buyer’s Guide from Blue Ocean Contact Centers. For more insight, get your End-to-End Contact Center Solutions Buyer’s Guide today.

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.

4 Essential Resources to Read Before You Craft Your Contact Center RFP

BlueOcean

The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.