Implement Continuous CX Improvements in Your Contact Center

NICE inContact

In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. Tune in and begin transforming your contact center today.

The Contact Center of the Future in the Distributed Workforce Era


As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. In fact, the global Contact Center as a Service (CCaaS) market is projected to expand to USD 24.11

4 Essential Resources to Read Before You Craft Your Contact Center RFP


The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.

The Truth About Attrition in the Contact Center


At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention.

Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.

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


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. Mistake #4: Being Too Vague About Employee Engagement. Is your contact center RFP ready to go?

5 Reasons to Launch Your Contact Center to the Cloud


5 Reasons to Launch Your Contact Center to the Cloud. As the primary point of interaction between your business and your customers, a contact center is often the heartbeat of an organization. Happy Employees Lead To Happy Customers.

Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

NICE inContact

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. However, in today’s landscape, having pleasant and empathetic employees isn’t enough.

I’m New to Contact Centers. Here Are 5 Things I Learned at ICMI’s Contact Center Expo.


Last week, I attended ICMI’s yearly contact center expo in Fort Lauderdale, Florida. And two, because contact centers are at a particularly transformative point in their existence. Positive Contact Center Culture is Vital to Agents and Customers. Call Cente

Top Priorities in Customer-Centric Contact Centers


Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Okay, Nate will discuss the hectic reality of modern contact centers.

Contact Center Leaders: Look Back to Look Forward

Think Customers

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades?

Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

NICE inContact

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as well. However, in today’s landscape, having pleasant and empathetic employees isn’t enough.

Jackson Receives Prestigious Awards for Contact Center Excellence

CSM Magazine

for excellence in contact center service in 2017. SQM named Jackson a top-three Contact Center of the Year Finalist for receiving high ratings in customer and employee experience among a field of 500 leading international contact centers.

What Your Outsourcer Should Tell You About Managing Contact Center Agents: A Client’s Guide


Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. More than just hiring and training them, you need to know how your outsourced partner is managing contact center agents on a daily basis. 3 Ways to Empower Call Center Agents. •

VoiceFoundry and SMG Leverage Amazon Connect for New Self-Serve Contact Center Feedback and Measurement Application

CSM Magazine

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. VoiceFoundry is passionate about customer experience.

What customer feedback can reveal about employee experience gaps


Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX). A fundamental truth of customer experience (CX) is that it flows from the employee experience of an organization.

What HR Wishes WFM Knew About Call Center Employee Experience


Put your hand up if you grew up wanting to be a call center agent. That’s why we’re so dead-set on defying that stereotype and creating an excellent call center employee experience. It’s what helps things keep moving and what drives consistency in the customer experience.

Here’s an Idea: Put Millennials’ Needs First


What does that mean for outsourced contact center employers? A commitment to employee engagement , clear career path opportunities, and a well-articulated value-proposition for the employee will take you a long way as an employer.

Are You Ready for the Future of Customer Service?


Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? But what constitutes a bad experience? Automation through AI-driven technologies will never replace the need for human contact center agents.

Winning in the Experience Economy – Working up the CX Maturity Curve

NICE inContact

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. Employee experience and voice of the employee get as much priority as customer experience and voice of the customer when the synergies are well understood. It is extremely important to look at employee tools, ones that can provide enough and more information about the customer, knowledge base and the likes.

Amazing Business Radio: Rebecca Martin


They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. Chatbots and similar technologies are not replacing call center agents.

Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management

NICE inContact

NICE continues to build upon their leadership position as a provider of customer engagement solutions that enable organizations to deliver an effortless, consistent and personalized experience. WEM delivers interaction quality management while ensuring employee engagement is a focal point.

The Human Factor in Digital Customer Experience – Free Report

NICE inContact

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. This is a strong recommendation to not lose sight of the human aspects of customer experience.

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Liverpool Victoria Invests in Customer Experience with Verint


A UK-based financial services company, Liverpool Victoria (LV=), has more than 5,000 employees across the UK and needed a single, consistent and flexible workforce optimization platform to strengthen its customer service. The company also wanted to gain flexibility to help shape its future and increase corporate agility.

Amazing Business Radio: Natalie Petouhoff


They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. AI shouldn’t replace humans; it’s meant to aid and augment both the employee and customer experiences.

How to Lead CX Transformation in a Customer-Focused Tech Organization

Customer Bliss

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. “You can’t change Rome in a day.

Empowering Brilliant Agents to Handle Complex Inquiries

West Monroe

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Consider comparing contact center agents to a diamond in the rough.

Better than the Oscars! The Verint 2018 Engage Global Customer Awards


Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? Optimizing the workforce and customers: Transforming the employee experience and offering staff the flexibility, transparency, motivation, mobility and empowerment they crave. It’s a great opportunity to share your experiences with Verint solutions with your peers from across industries, around the world.

5 Top Customer Service Articles for the Week of March 18, 2019


Each week I read a number of customer service and customer experience articles from various resources. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. Improving NPS for a Better Customer Experience by Kathy Doering.

Knowledge Management Takes Employees from Helpless to Helpful


Offering all communication channels within a unified solution is still a key element to the customer experience. Organizations need to think about taking one step further to help ensure they are providing complete, consistent and contextual experiences—and to make sure agents have the right tools at their fingertips once the interaction begins. Let’s explore a few key areas below where knowledge management can help enhance the customer and employee experience.

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10 Key CX Predictions for Success in 2018


40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Connecting your digital experience is here and now. New year. New goals. New CX Predictions.

10 Best Customer Service Books You Need To Read In 2018

Call Center Pros

The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken. To Providing a World-Class Customer Experience by John R. Any front-line employee can read it and “get it.”

Customer Grievances Beyond the Grave: Why Experiences Matter


I recently chipped away at the issue of companies poorly incorporating voice of the customer (VoC) insights into the experiences they deliver (according to Gartner, 75% don’t believe their VoC programs are effective). These experiences matter, and always will. CX and Contact Center

Get out of the Queue: Drive Your CX with Attribute Matching


At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). Just consider that 70% of buying experiences are now based on how customers feel they are being treated. Contact us.

Calling All Calabrio Superstars


From day one, we designed Calabrio ONE to quickly deliver tangible business value to contact centers around the world. From seamlessly handling fast-growing, inbound contact volumes and painlessly unifying disparate data sources to tapping rich voice of the customer (VoC) insights, users rely upon Calabrio to understand what their customers really want while benefitting from increased operational efficiencies.

The healthcare industry needs more than just patient satisfaction surveys to deliver on experiences


But patient satisfaction surveys only go so far — to really move the needle on the patient experience , it’s time the industry embraced experience management. Healthcare is an experience business. We all are in the business of experience. But what is experience management?

6 ways to kick-start your CX program


Customer experience (CX) programs aren’t just a ‘nice-to-have,’ they deliver actual results and have an impact on your bottom line. In other words: the delivery of good customer experiences feeds into the results that make your entire company successful.

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