What are Bank Contact Centers Doing Right?

NICE inContact

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3%

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.

Why WhatsApp Is the Next Digital Customer Service Channel You Need

NICE inContact

It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers. 65 billion messages are exchanged on WhatsApp daily, the number of these messages concerned with customer service is on the rise. One key element about why customers want to use WhatsApp is that it’s really easy.

Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.

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.

Why Great Digital Customer Service Needs Vision and Commitment

NICE inContact

Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just about changing software, but about changing the way marketing and customer service teams talk to customers.

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? Or are you already using chat, but looking into how to improve the way you manage the channel? Here are some best practices that may help make chat a success in your contact center.

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.

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. 2) Adding support for digital messaging and real-time channels.

What are Bank Contact Centers Doing Right?

NICE inContact

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating.

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.

4 Ways to Win with a Multi-Channel Contact Center with Service and Technology

Win the Customer

Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily. Call Center Communication Customer Experience Customer Service

5 Ways That Digital Customer Service Is Influencing Customer Expectations

NICE inContact

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels. We can’t say it enough: Customer service needs to be personalized.

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? Or are you already using chat, but looking into how to improve the way you manage the channel? 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. If you already support chat, we have some suggestions that help you make even better use of the channel.

Cheat Sheet for Building the Best Chatbot

NICE inContact

The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Don’t try to fool your customers into thinking your chatbot is a human agent. 5) Specify your customer’s interests.

Are Your Customers as Satisfied as You Think They Are?

NICE inContact

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base. The post Are Your Customers as Satisfied as You Think They Are?

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Customer Experience is a BIG Puzzle.

4 Questions Every Contact Centre Needs to Ask

NICE inContact

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. What Do Customers Want? They want interactions that are quick and easy; they want their issues resolved; and they want friendly and knowledgeable service.

9 Ways Millennials Have Transformed Contact Center Customer Experience

NICE inContact

Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations. Proactive Rather than Reactive Customer Service.

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.

Are You Prepared to Offer Customer Service via Text/SMS?

NICE inContact

This flexibility of communication is precisely why it continues to amaze me how slow businesses have been to adopt text/SMS as a channel for communicating with their customers. . Consumers want SMS as an option to communicate with customer service/support.

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.

3 Reasons to Focus on Your Weakest Customer Service Channel

NICE inContact

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. This is one of our favorite quotes from a leading analyst in the contact center space. It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually want to use – not the technology you think they want to use. See if it sparks you to rethink your weakest channel.

Omnichannel Customer Experience = Omnipresent + Omniscient Agents

NICE inContact

Digital is the new norm, and it’s disrupting the way customers communicate with brands. With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency.

Answers to Some of Your Most Pressing CX Questions Are Just a Download Away

NICE inContact

Does your company have a true understanding of what your customers want, need and think? Specifically, how do your customers feel about your customer service? How about the latest digital channels? Are you being realistic about whether your customer service really satisfies your customers? Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors?

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Why Multi-Touch Matters more than Multi-Channel

Avaya

When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. The Multi-touch Difference.

Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service

NICE inContact

Internet, personal computers, and even phones have evolved to unimaginable capabilities, transforming the contact center industry, and for that matter the business world. When we engage a company we want to communicate on the channel that is most convenient for us.

Honeywell Transforms Its Business with the CXone Solution

NICE inContact

As a multi-industry manufacturing company, Honeywell develops solutions around energy and efficiency. 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. However, moving to NICE inContact — and the cloud — has enabled Honeywell to elevate its customer service to a whole new level.

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.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management

Columbia Sportswear Takes Customer Service to the Cloud

NICE inContact

That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System. Our old call center placed a heavy burden on IT because it was so inflexible. Earned a customer satisfaction score of 93.6%

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.

Best Practices in Multi-Channel Support

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center

Contact Center Trends and Predictions 2018

CSM Magazine

The customer experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the coming year. At Echo-U, our customer service advisors engage best with intuitive and flowing technologies. Open all hours (and all channels!).

Which Channels do Customers Trust the Most?

NICE inContact

If you’re in Customer Service, you’ve heard of “omnichannel”. The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way. With the addition of more channels and pseudo omnichannel service, companies should be asking questions like: Which channels do customers prefer to use most often? Do certain channels illicit more honesty?