Creating a collaborative contact center culture

TechSee

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.

Moving to Cloud: A Must for Contact Centers

NICE inContact

But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky. In the world of Contact Centers , moving functions like IVR and ACD are obvious choices.

Next Issue Avoidance – How contact centers can preempt follow-up calls

TechSee

Contact centers are perfectly placed to predict imminent customer queries. By analyzing data from large sets of trouble tickets, organizations can anticipate customers’ next questions and eliminate huge volumes of future contacts.

New Ways to Think About Contact Center Quality Monitoring

NICE inContact

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. How to document a call.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Coaching — Medicine for the Contact Center

NICE inContact

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.

Building the Contact Center SOW: The Framework for Success

BlueOcean

The contact center SOW is the framework for your relationship. It’s a dynamic document that, like your partnership, requires time and attention. Below we explore what it takes to build an effective contact center SOW. Who serves as the primary point of contact?

How to Cash in on Contact Center Failures

NICE inContact

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.

Quantify your Contact Center Success with CCaaS and KPIs

NICE inContact

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s.

10 Reasons to Locate Your Contact Center in the Friendly North

BlueOcean

Looking for an onshore contact center partner? Yes, we’re probably a little biased, but the proof is right here – check out our top 10 reasons to outsource your contact center to Canada. Full employment” in the US makes hiring new contact center agents a challenge.

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

Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies. The contact center is the one.

The Top Five “Must Have” Contact Center Phone System Features

NICE inContact

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running.

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?

Contact Center SLA: What it is, How it’s Calculated, and Why You Care

NICE inContact

Contact center SLAs can be external, for example in a contract with a customer for an Outsourcer (aka BPO), or internal, to measure, document and communicate your contact center’s performance for stakeholders within your organization, or to compare with other contact centers. In SLA – The number of contacts the agents handled within the defined service level threshold. . SLA stands for, of course, Service Level Agreement.

New Year, New Contact Center RFP? 10 Mistakes to Avoid

BlueOcean

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. These factors require some creativity when responding to and differentiating through the contact center RFP.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

rely on contact. center data 39%. sources that are democratized, such as contact. center data–a goldmine for customer insights. Often overlooked, the contact center provides. CUSTOMER, THE CONTACT. invaluable resource, transforming the contact.

The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.

5 Top Procurement Tips for Seeking an Outsourced Contact Center

BlueOcean

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. Finding the right contact center for you is going to take more than a strategic RFP. Are You Seeking an Outsourced Contact Center?

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks.

Are Your Contact Center Agents Empowered to Provide Great Customer Service?

NICE inContact

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service? For example, in my former contact center, our agents had to process credits on a daily basis. Contact Center Management Customer Experience

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Contact Center CX: Next Issue Avoidance

CX Accelerator

Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! We document difficult cases, start to finish and conclude with what could/should have been done to prevent or avoid the issue all together.

How Top Performing Contact Centers Will Own 2017

Storyminers

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017?

Artificial Intelligence: Ready for Primetime in the Contact Center

Avaya

Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success. AI is finding a comfortable home in the contact center. CX and Contact Center

Nine Myths to Debunk for a Data-Powered Contact Center

Calabrio

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. The post Nine Myths to Debunk for a Data-Powered Contact Center appeared first on Calabrio.

4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

6 Ways to Improve the Efficiency and Productivity of your Contact Center Agents with Live Chat

Comm100

One of the most important ways your agent efficiency and productivity can benefit from chat is through real-time screen (or co-browsing) and document sharing. The other half of the coin is document sharing. This way, visitors can refer back to the document when performing the procedure – instead of waiting with bated breath for you to vocally explain the next step or refreshing their email inbox.

6 Ways to Improve the Efficiency and Productivity of your Contact Center Agents with Live Chat

Comm100

One of the most important ways your agent efficiency and productivity can benefit from chat is through real-time screen (or co-browsing) and document sharing. The other half of the coin is document sharing. This way, visitors can refer back to the document when performing the procedure – instead of waiting with bated breath for you to vocally explain the next step or refreshing their email inbox.

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

NICE inContact

The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. Implementing Advanced Chat for CXone as part of this conversion not only improved web chat functionality but added features like co-browsing, highlighting and sharing documents, as well as proactive chat that enhanced both the customer and agent experiences.

How Top Performing Contact Centers Will Own 2017

Storyminers

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017?

After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers.

6 factors driving contact center change

Eptica

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers?

From In-House to Outsourced: Best Practices for Contact Center Knowledge Transfer

BlueOcean

In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and, finally, you’ve signed the contract to make your choice official. Knowledge Transfer in the Contact Center.

Constellation ShortList™ Customer Service and Contact Center Software

Natalie Petouhof

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research.

Customers Explain Why Chatbots Matter for Contact Centers

Avaya

There is no shortage of software and services companies, including Avaya, that are investing significantly in the field of chatbot technology for contact centers applications. They must staff a contact center with agents who can respond appropriately to chat messages.

AI isn’t Artificial in the Contact Center—Here’s Why it Works

Avaya

I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “ How AI Drives Results in the Contact Center ” and the question posed was: “What does AI mean for those working in the contact center?

5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE inContact

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs. Outline different scenarios they should complete with the chatbot and IVR, and then provide a way to concisely document what the experience was.