How are Omnichannel and Artificial Intelligence Changing Quality Management?

NICE inContact

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

RFP Questions to Ask About AI in the Contact Center


You’re prepared for the future of customer service. 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. Looking for more contact center RFP questions?

5 Ways to Wow – The Power of Proactive & Predictive Customer Care

Upstream Works

Earning a customer’s loyalty is the name of the game with customer experience management today. It’s a highly competitive marketplace – with a fickle customer landscape. And it’s a positively herculean undertaking to make an impression that keeps customers coming back. .

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing.

2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Others started with inbound voice and over time have added omnichannel routing or workforce optimization.

Visual OmniChannel – Give Customers the Experience They Crave


Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. However, delivering the much-desired omnichannel experience comes with its own set of challenges.

Up Where Expectations Soar: Customer Care in the Age of Entitlement


The trend of personalized customer experience has since transformed almost every industry as we know it. The dark side is that for many customers, the expectation of personalization can be a direct path to a sense of entitlement. The Tools to Tackle Customer Entitlement.

Omnichannel Solutions Offer 30% Reduction of Call Abandonment for Carlson Rezidor

NICE inContact

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty.

5 Ways to Improve Your Customer Service

NICE inContact

At NICE inContact, we’re always thinking about digital customer service. We love finding ways to make customers happy and helping businesses raise the bottom line while doing it. We’ve looked at the trends, we’ve listened to customers, and now we’ve put our key learnings together. So here are 5 ways to improve your customer service. Following these tips will cut costs and increase revenue — all while making your customers happier and more loyal.

Learning from Others – Highlights from Customer Contact Week

NICE inContact

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. For the uninitiated, CCW is like those popular comic book fan conventions – except, instead of comic books, the hero is THE customer. It’s all about customer service and customer experience (CX). Hot topics: Digital and omnichannel.

New KPI Metrics in the Era of Self Service


Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Customer care center metrics in the era of self-service clearly require a different approach.

Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

NICE inContact

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. Because our customers are no longer waiting on hold.

Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Natalie Petouhof

Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. Genesys and Microsoft Working Together: The event will feature Genesys leaders in key industry discussions on topics that include contact center technology trends and managing customer journeys, as well as how Genesys and Microsoft are working together to enable collaboration between contact center agents and employees across the enterprise.

3 Industries That Can Benefit Immediately from Digital Customer Service

NICE inContact

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. It’s no secret that banks have a customer service problem.

Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

NICE inContact

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. During this “low season,” many hospitality contact centers evaluate previous high season performance and customer satisfaction levels in order to address and improve key performance indicators (KPIs) like call abandonment.

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals


This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.

Verint Speakers: Customer Service First and Moving Analysis to Action


Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Consero Contact Center Forum. CRMXchange Roundtable Webinar. October 12; Webinar.

Genesys Acquires Interactive Intelligence- Good Move for Both Companies

Natalie Petouhof

Tweet Genesys (, a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc., a customer engagement and global leader of cloud and on-premise solutions for communications and collaboration, are entering into a definitive agreement. How Will This Affect You and Your Customers? Customer experience here to stay. Covering Customer Experience.

Guest Blog: Assistive AI for Real Work


This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel.

The Growing Demand for Self-Service Is Altering the Future of Knowledge Management


In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise. The purpose of these efforts is to create and augment value to the customer and meet the tactical and strategic corporate goals to improve overall customer service.

Advancing the Conversational Experience Across All Channels

Upstream Works

Messaging apps are an easy way for customers to interact with your brand while on the go – and their popularity is rapidly increasing. Throw chatbots into the mix and you’ve got customers who can help themselves with simple transactions. Meet your customers where they are.

Hitting a Customer Experience (CX) Grand Slam

NICE inContact

My title and batting order reference are taken from the theme of the series, how to turn-around a slump in customer experience ratings. The topic of the third webinar was Orchestrating Immersive CX in Your Contact Center.

Five strategies to improve customer experience in telecoms


In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

Cloud-Based Customer Service and Customer Experience: Verint’s Acquisition of Contact Solutions

Natalie Petouhof

Tweet Cloud-Based Customer Service and Customer Experience. announced its acquisition of Contact Solutions , a leading provider of real-time, contextual customer care solutions. The combination of Contact Solutions advances the Verint Customer Engagement Optimization ™ portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization.

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. SVP, Customer Care, Samsung.

Conversational AI and Customer Engagement – What are the experts saying?


Customer experience is more important than ever. Modern customers dictate why, when, and how they would like to engage with a brand, and companies are looking for innovative ways to elevate their experience. Naturally, they are exploring the potential of conversational AI and its promise of transforming the customer experience. In the sessions that I attended, these key themes stood out as defining trends in the customer engagement market. Customer Experience

Consumers Can Research a Company and Schedule Appointments Faster and Easier

Natalie Petouhof

Tweet Often times, as a customer, you want to know a little bit more about what a company offers and when you find that information you want to be able to act on it. With the partnership between Verint and TimeTrade, customers will have more seamless omnichannel experiences for consumers. Can Customers Find Remote Specialists if They are Not At the Branch?

The Top 4 Customer Service and Performance Management Trends to Look for in 2018


In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? Assume that customers won’t give you a second chance.

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software


Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered.

4 Trends in IVAs to Look for in 2019


With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. One of the biggest shifts we’ve seen is the growing focus on customer conversations.

New listings–COPC Inc. Global Events Calendar


will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events, and opportunities to talk with product experts, peers and thought leaders in the customer experience industry. Kathleen will be sharing highlights from the most recent consumer and corporate reports released within the Customer Experience Management Benchmark (CXMB) Series. This customer experience research, produced by COPC Inc.

Mystery Shopping for ROI: The Right Way to Measure the Brand Experience


Why invest in collecting the data if they can’t be used to improve the brand experience, customer satisfaction, and the top and bottom line? If your employees are complying with brand standards 100% but your customers aren’t satisfied, what’s the problem?

ROI 56

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?


Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. That is why reducing customer effort was voted the number one priority for contact centers in 2018.

Best Customer Loyalty Practices – From Simple to Bizarre and Everything In Between


The best customer loyalty practices are those that are lined up with the company’s goals and beliefs. There are innumerable examples of customer service, where company representatives have gone above and beyond their call of duty to ensure customers’ happiness. Here are some best practices that will let your staff deliver wow experiences that will delight the most demanding customers. #1: Customer service doesn’t end at front desk or call center.

Fulfilling your Customers’ Needs in a Changing World


We live in a world where customers expect exceptional service in an instant and customer service has become a continual process. Other times it means interacting with customers through digital channels such as web chat, social media, mobile messaging and email. Call Center

20 Top Customer Focused Takeaways from CRM Evolution

Tricia Morris

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. greater customer lifetime value.

HGS Roundtable: Top Customer Experience (CX) Trends in 2019


HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. Customer Experience.