Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

NICE inContact

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis.

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

NICE inContact

How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like.

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

NICE inContact

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairly straight forward, as they use SMS / text on a daily basis.

7 Tips to Manage Customer Expectations

NICE inContact

Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited. Meet and exceed customer expectations, today! .

7 Contact Center Glossary Terms You Need to Know

NICE 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.

Why an Omnichannel Experience is Critical for Modern Contact Centers

Talkdesk

Today’s customers expect a highly personal experience from every brand they do business with, regardless of how they connect. Whether via phone, chat or web, customers expect the system or human agent to know everything about their current and past relationship with the organization.

Contact Center Software can Balance Agent-assisted and Self-service Channels

NICE inContact

Omnichannel is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction. Artificial intelligence (AI) is hot.

Digital Omnichannel: Most Businesses Aren’t Where They Need to Be

NICE inContact

The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers.

Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Here are some best practices that may help make chat a success in your contact center. In other words: more customers are using chat to interact with more companies.

Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Here are some best practices that may help make chat a success in your contact center. If you are not yet using chat, recent NICE inContact research confirms that you have good reason to look into this channel now: 40% of customers say that chat is one of their three preferred agent-assisted customer service channels (together with calling or emailing a company).

What You Need to Know About Omnichannel

NICE inContact

Today’s customers expect omnichannel. customer service. How is omnichannel customer service different from (or: better than?) multichannel customer service? Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. Customer service must support many (“multi”) channels because that is what customers expect.

Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World

NICE inContact

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. 81% are very likely to switch to another company in the future if they’ve had a bad customer service experience.

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Most customers expect a self-service option on websites, and they want speed combined with personalization.

The Digital Revolution: Rising Consumer Expectations

NICE inContact

Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. The highest growth is expected in the areas of messaging and AI-driven self-service , offering consumers more ways to connect with companies so they can select their channel of choice for the type of problem/issue to address. Because this is what the customer expects.

3 ways contact center CX leverages unsolicited feedback for better loyalty

SMG CX

Customers expect a seamless experience when engaging with your brand across multiple channels. Your contact center is a vital tool that can help you integrate your customer touchpoints—which is key when it comes to delivering on customer expectations and driving loyalty.

Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds

NICE inContact

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Advanced Chat for CXone: Vera Bradley’s Journey to Excellence

NICE inContact

Vera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. It’s all part of a robust customer experience , a central focus for a company that’s grown over the years by not only listening to but delighting its customers. When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. Customers were sending an important message.

CX and Contact Centers: What Will Change in 2019?

CSM Magazine

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. However, this prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers and the customer experience in 2019.

5 KPIs You Can Improve By Integrating Your Contact Center and CRM

NICE inContact

But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. No matter what your job is, you are measured on performance.

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth. Most customers expect a self-service option on websites, and they want speed combined with personalization. 2) Omnichannel Coverage.

Customers Explain Why Chatbots Matter for Contact Centers

Avaya

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Industry analyst Jon Arnold says contact center operators need to ensure millennials have a chat experience that is fast and personal.

Finally… A Contact Center for the Digital Era

Avaya

And, you end up having exactly the experience you were expecting. As a result, customersexpectations—while very high—are rarely met when interacting with a business. Customers know what a good technology experience looks like, sounds like.

Seamless CX Meets Strategic AI

NICE inContact

Here’s the problem: 91% of customers expect a seamless experience when moving from one method of communication with a company to another (e.g., Yet only 24% of businesses give themselves an excellent rating in providing this seamless customer experience (CX).

Boost Revenue in 8 Easy Steps

NICE inContact

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue.

The holiday rush doesn’t mean an overload for your business when you partner with a contact center.

Call Experts

Although businesses grow and flourish during the holidays, the holiday rush can be overwhelming with the increase in customer requests and orders. For too many customers, this also means longer wait times. A well-seasoned contact center will help! .

5 Reasons Customers Love Chatbots

NICE inContact

Chatbots are a kind of silver bullet to fulfill the needs of today’s demanding digital customers. Let’s take a closer look at 5 reasons customers love AI-driven chatbots. 1) Customers expect self-service options. While customers still like talking to human customer service agents when they have complicated issues that need real interaction, these days most customers also expect websites to provide self-service options.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Many companies underestimate just how much the customer experience on digital channels matter. In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Would you want those customer experiences factoring into your NPS?

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Many companies underestimate just how much the customer experience on digital channels matter. In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Would you want those customer experiences factoring into your NPS?

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.

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally

OpinionLab

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ).

The History of Customer Service in 500 Words

NICE inContact

And as long as there have been customers, there has been customer service. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore had a personal interest in taking care of them. Customer service has come a long way in the last 1,500 centuries. The responsibility of taking care of customers has remained a constant, but just how that happens has changed incredibly.

Customers are Changing the Channel: Are You Ready?

NICE inContact

Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. Three out of four customers will leave over bad service? 89% of customer are willing to buy more from a company delivering exceptional service?

Boost Revenue in 8 Easy Steps

NICE inContact

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue.

Contact Centers Need to Track Real Time Adherence and Here’s Why

NICE inContact

However, every day, contact centers make investments in technology but don’t fully leverage them to reap the desired business outcomes. RTA is one of the most underrated metrics in the contact center, but undoubtedly one of the most important.

What Contact Center Jobs Will Look (and Sound) Like in 2018

Talkdesk

These advances increase what customer experience teams can do, but that also comes with a rising level of customers expectations. Not too long ago, customers handled all of their communication with companies via the phone: bookings, support, payment, etc. Call Center

Honeywell Transforms Its Business with the CXone Solution

NICE inContact

The company determined that customer experience excellence could be the catalyst for many of the business transformations it wanted to achieve. Honeywell not only established customer experience as a top priority but made it a corporate initiative. And the business focuses on making it easy for customers to do business with the company and on creating customer experiences that are memorable. Customers definitely are noticing. “We

10 Barriers to Customer Delight — and How Digital Customer Service Can Overcome These

NICE inContact

We talk a lot about delighting customers and how great digital-first omnichannel customer service software can help agents provide service that customers love — and do so more efficiently. But we’re practical too, and we know that delighting customers isn’t an end in itself because all businesses have to think of the bottom line. In fact, customers who are emotionally engaged with a brand are more likely to be loyal and are willing to spend more.

Omnichannel Customer Experiences: Do Consumers and Businesses See Eye-to-Eye?

NICE inContact

In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow.

The Last Mile: Where CX Matters Most to Customers, Companies and Agents

NICE inContact

In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience. To date, Customer Experience wins have been felt in the early parts of the customer journey – particularly around tailored marketing campaigns, personalized web and brand experience, and more recently orchestrated omnichannel communication. Today’s customers expect seamless, complete, simple interactions.

Here’s Your Inside Look into the Future of Digital-First Customer Service

NICE inContact

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook. You’re at risk of gaining a reputation for poor service and losing customers.