INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. 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
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
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
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. 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
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
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. MORE
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. 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
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
A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. For real, we’ve seen warehouse RFPs used to source contact center services…). MORE
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. 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
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
Either way, we’ve put together this handy infographic to help you compare the cost of in-house vs outsourced contact centers. And hey, we’re also standing by to help you out with a cost analysis and custom quote for your outsourced contact center. 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
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. MORE
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. MORE
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? 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
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. 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
It’s a foundational concept that all effective contact center leaders know to be true—when you take care of your agents, they take care of your business. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Workforce Optimization MORE
For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. Advantages of the Cloud Call Center Best Practices Contact Center Management Contact Center Trends & Insights CRM Customer Experience Workforce Optimization 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
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. MORE
Call Center Best Practices Advantages of the Cloud NICE inContact CXone Contact Center Trends & InsightsE-commerce printing company Digital Room had been using different vendors for voice, email and chat. 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
And, contact centers, being customer interaction hubs, are getting more preference and priority when it comes to CX investments. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Omnichannel Customer Experience MORE
Contact Center Related Topics 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
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.
TechSee
DECEMBER 3, 2019
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.
Speaker: Jim Rembach, President of Call Center Coach
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.
|
BlueOcean
SEPTEMBER 11, 2019
A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. For real, we’ve seen warehouse RFPs used to source contact center services…).
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.
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
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.
|
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
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 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
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
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.
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.
NICE inContact
SEPTEMBER 20, 2019
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.
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?
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
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 4, 2019
Call Center Best Practices Advantages of the Cloud NICE inContact CXone Contact Center Trends & InsightsE-commerce printing company Digital Room had been using different vendors for voice, email and chat.
NICE inContact
OCTOBER 9, 2019
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.
NICE inContact
OCTOBER 25, 2019
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.
NICE inContact
JULY 26, 2019
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.
BlueOcean
OCTOBER 29, 2019
Either way, we’ve put together this handy infographic to help you compare the cost of in-house vs outsourced contact centers. And hey, we’re also standing by to help you out with a cost analysis and custom quote for your outsourced contact center.
NICE inContact
AUGUST 22, 2019
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.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
BlueOcean
SEPTEMBER 30, 2019
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.
NICE inContact
NOVEMBER 25, 2019
And, contact centers, being customer interaction hubs, are getting more preference and priority when it comes to CX investments. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Omnichannel Customer Experience
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.
NICE inContact
OCTOBER 24, 2019
For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. Advantages of the Cloud Call Center Best Practices Contact Center Management Contact Center Trends & Insights CRM Customer Experience Workforce Optimization
NICE inContact
NOVEMBER 22, 2019
It’s a foundational concept that all effective contact center leaders know to be true—when you take care of your agents, they take care of your business. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Workforce Optimization
NICE inContact
JULY 1, 2019
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.
NICE inContact
SEPTEMBER 5, 2018
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.
NICE inContact
AUGUST 23, 2016
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?
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