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.

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

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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.

Contact Center 101: The What and Why of CRM Integration

NICE inContact

If he were alive today, he’d make a great contact center consultant. He’d be touting about the increased knowledge your agents—and your business—gain when you integrate your contact center software with your customer relationship management (CRM).

Your Complete Customer Engagement Handbook

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

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.

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. Shortlisting Potential Contact Center Partners.

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.

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. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog.

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.

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.

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.

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.

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?

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.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

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.

Why Does Your Contact Center Need Speech Analytics?

NICE inContact

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience?

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.

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?

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 key benefits of FULL Contact Center Analytics

NICE inContact

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center.

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.

Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!

BlueOcean

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real.

Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Creating a visual contact center knowledge base. Agent: Hello, thank you for calling Longbow Telecom.

How to Leverage Quality Management to Transform the Customer Experience

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.

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.

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.

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?

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

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.

Start Your Contact Center Move to the Cloud with Workforce Optimization

NICE inContact

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. While many contact centers begin their cloud journey with omnichannel routing , there are multiple paths to the cloud.

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 187

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.

Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. But is this the best place to burn our operational calories?

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.

How to Ease the Pain of Scaling Your Contact Center

BlueOcean

At its most basic level, growing your in-house contact center means you’ll need more space. There’s also the cost of upkeep, both to the facility itself and of your technical infrastructure, where regular upgrades will be necessary to keep your contact center ahead of the curve.

What’s on the AI Horizon: Roadmap to AI in the Contact Center

NICE inContact

How will Artificial Intelligence (AI) affect your contact center? AI Customer Experience Call Center Best Practices Contact Center Trends & Insights

Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

BlueOcean

Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes.

How to Make the Transition to Customer Service Outsourcing

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