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Call Center Best Practices Cloud Security Contact Center Trends & InsightsThe news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo. MORE
COVID-19 contact center Business Continuity Planning has taken top priority. Advantages of the Cloud Call Center Best Practices Agent Engagement Contact Center Trends & InsightsOur lives have been disrupted, both at home and work. MORE
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. MORE
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. MORE
To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary! Call Center Best Practices Contact Center Trends & Insights MORE
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. MORE
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 MORE
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. MORE
As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. MORE
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? MORE
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. MORE
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. MORE
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? MORE
Advantages of the Cloud Call Center Best Practices Agent Engagement Call Center Compliance Contact Center Management Contact Center Trends & Insights Digital First Omnichannel MORE
Especially with the rise of digital interaction channels in the contact center. Customer Experience Contact Center Trends & Insights Call Center Best PracticesImagination. Visualization. Insight. These words are part of our verbal language. MORE
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). MORE
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. MORE
Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in. MORE
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. MORE
Call Center Best Practices Advantages of the Cloud Customer ExperienceAetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. MORE
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. MORE
Call Center Best Practices Advantages of the Cloud Contact Center Trends & Insights Customer Experience MORE
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. MORE
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. MORE
Digital transformation and the gig economy have made remote work common across the globe—the contact center industry was no different! Agent Engagement Workforce Optimization Advantages of the Cloud Call Center Best Practices MORE
When I dial 211, an automated call message directs me to a kind voice of a contact center agent on the other line that greets me with “how can I help you today?” The call center agent has a plan. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
Contact Center Related Topics NICE inContact
APRIL 3, 2020
Call Center Best Practices Advantages of the Cloud Customer ExperienceAetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.
NICE inContact
APRIL 1, 2020
Call Center Best Practices Cloud Security Contact Center Trends & InsightsThe news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo.
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NICE inContact
FEBRUARY 26, 2020
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
NICE inContact
MARCH 19, 2020
Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.
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To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.
NICE inContact
MARCH 10, 2020
Advantages of the Cloud Call Center Best Practices Agent Engagement Call Center Compliance Contact Center Management Contact Center Trends & Insights Digital First Omnichannel
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NICE inContact
DECEMBER 5, 2017
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.
TechSee
OCTOBER 10, 2019
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.
NICE inContact
SEPTEMBER 13, 2019
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.
NICE inContact
MARCH 13, 2020
Call Center Best Practices Advantages of the Cloud Contact Center Trends & Insights Customer Experience
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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.
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NICE inContact
SEPTEMBER 10, 2019
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.
NICE inContact
JUNE 19, 2018
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.
NICE inContact
DECEMBER 2, 2019
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
NICE inContact
JANUARY 22, 2020
To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary! Call Center Best Practices Contact Center Trends & Insights
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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.
NICE inContact
FEBRUARY 19, 2020
Especially with the rise of digital interaction channels in the contact center. Customer Experience Contact Center Trends & Insights Call Center Best PracticesImagination. Visualization. Insight. These words are part of our verbal language.
BlueOcean
OCTOBER 17, 2019
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.
NICE inContact
AUGUST 19, 2019
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.
NICE inContact
FEBRUARY 11, 2020
As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask.
Advertisement
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.
NICE inContact
MARCH 26, 2020
COVID-19 contact center Business Continuity Planning has taken top priority. Advantages of the Cloud Call Center Best Practices Agent Engagement Contact Center Trends & InsightsOur lives have been disrupted, both at home and work.
BlueOcean
SEPTEMBER 30, 2018
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.
NICE inContact
AUGUST 19, 2019
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.
NICE inContact
OCTOBER 23, 2019
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.
Advertisement
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.
NICE inContact
JANUARY 29, 2020
Digital transformation and the gig economy have made remote work common across the globe—the contact center industry was no different! Agent Engagement Workforce Optimization Advantages of the Cloud Call Center Best Practices
NICE inContact
NOVEMBER 6, 2018
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.
NICE inContact
DECEMBER 30, 2019
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).
NICE inContact
SEPTEMBER 25, 2019
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.
Advertisement
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.
NICE inContact
AUGUST 23, 2019
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
JULY 26, 2019
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
OCTOBER 16, 2019
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?
NICE inContact
MARCH 15, 2020
When I dial 211, an automated call message directs me to a kind voice of a contact center agent on the other line that greets me with “how can I help you today?” The call center agent has a plan.
Advertisement
Transform your contact center to build relationships with your customers that will last a lifetime
NICE inContact
SEPTEMBER 30, 2019
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.
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