5 Tips to Lower Contact Center Attrition

NICE Systems

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.

Journey to Contact Center Success

NICE Systems

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.

Coaching — Medicine for the Contact Center

NICE Systems

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics.

Five Tips for Improving Contact Center Management

NICE Systems

Contact center management is hard. You need to keep up with constantly growing and shifting customer expectations. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Building the Contact Center SOW: The Framework for Success

BlueOcean

When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW.

Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

BlueOcean

Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes.

Swedish Rail Unifies Contact Center Operations with Cloud

NICE Systems

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.

New Ways to Think About Contact Center Quality Monitoring

NICE Systems

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.

Oh, the Places You’ll Go: The 4 Contact Center Location Considerations

BlueOcean

We talk a lot in this blog forum about partnership and who you should choose as an outsourcer contact center partner, but where you choose to outsource to is almost as important an element in the procurement process. Can your chat agents LOL along with a customer?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

5 Tips to Lower Contact Center Attrition

NICE Systems

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.

Growing Your Contact Center Culture

NICE Systems

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?

8 Qualities of Effective Contact Center Agents

NICE Systems

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Hiring agents with the right characteristics is critical for the welfare of your customers as well as your existing employees. Here our are 8 Qualities of Effective Contact Center Agents.

Is a Strategic Contact Center Partnership Even Possible? [eBook]

BlueOcean

A true partner has a comprehensive understanding of your company and its customers and is committed to helping you achieve your strategic business goals. So, what about your contact center outsourcer? The post Is a Strategic Contact Center Partnership Even Possible?

eBook 172

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

7 Contact Center Glossary Terms You Need to Know

NICE Systems

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.

Virtual Agents in the Contact Center: Data Gathering Made Easy

NICE Systems

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. But even with just their initial automation effort, they have experienced a 65% cost savings in their contact center.

RFP Questions to Ask About AI in the Contact Center

BlueOcean

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?

Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

NICE Systems

Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Be mindful of these tips for improving contact center etiquette: . My favorite customer service best practice? Not only does a smile help to form the customer’s first impression of the agent, it can be disarming – especially if the caller is agitated. Always keep the customer informed.

Exceptional Experiences for Employees and Customers

What are Bank Contact Centers Doing Right?

NICE Systems

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%

Give Your Contact Center a Pink Slip

NICE Systems

Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. Momentum’s solution portfolio includes: Best-in-class Voice and Contact Center Software.

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

Today’s contact centers face a daunting challenge. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. And that gap was the genesis of the computer vision revolution in customer assistance.

DentalPlans.com Performance Soars with Workforce Management in its Contact Center

NICE Systems

The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. Outbound callers generate membership sales and renewals, while customer care agents handle provider and member care. The contact center operation now operates seamlessly on the CXone platform from three locations—Plantation, FL, Las Cruces, NM and Santiago, Dominican Republic.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. of AI, and eGain’s viewpoint on how it can be leveraged for contact.

Embrace Tenure Diversity in Your Contact Center

NICE Systems

Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones.

How to Cash in on Contact Center Failures

NICE Systems

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. These savings can then be applied to contact center improvements.

Overwhelmed by needing to modernize your contact center? Start here.

NICE Systems

At some point, every contact center faces the stark reality of needing to modernize. You’re not alone: Determining how to bring your contact center current actually involves a complex web of purchase decisions that can be downright daunting. Relax—help is here: we’ve identified five major challenge areas that every contact center faces and discuss how to navigate each one to determine the right solutions, based on the needs of your contact center.

5 Most Critical Elements of a Successful Contact Center Launch

BlueOcean

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. A successful contact center launch isn’t as simple as flipping the switch and 3-2-1 blast off.

Customer Context at the Speed of the Conversation

How Contact Center Customer Experience Will Evolve in 2017

NICE Systems

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon.

How to Handle Angry Customers in Your Contact Center

NICE Systems

Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Listen: The first thing most angry customer callers want to do is vent. Diffuse the situation by listening patiently to the customer’s grievance before responding.

5 Helpful Contact Center Tools for Managers

NICE Systems

The same is true of any industry including contact centers. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Here are five helpful tools that can solve common contact center issues and provide a better service. Are your agents prepared to answer customers’ questions? Are customers satisfied with the solutions given by your agents?

3 Practical Ways AI in the Contact Center Gets Real

Comm100

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience. Wire them up with AI, and now you’re into a whole new level of customer engagement. Customer Experience

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

The Fundamental Guide to the Contact Center RFP

BlueOcean

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process. Planning for 2019 already?