AI in Contact Centers – IT Gets the Driver Seat

NICE inContact

Contact centers are no exceptions. Contact center execs are keen on leveraging AI for the right use cases and the one team they rely heavily is IT. As IT leaders, here are some key aspects to think through as you roll out an AI project in your contact center.

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

BlueOcean

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.

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Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner

BlueOcean

Outsourcing Content and Ad Review to Your Contact Center. Essentially, content review is just a different kind of customer contact. The post Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner appeared first on Blue Ocean.

Using Plain Language & Personalization in the Contact Center for Better CX

NICE inContact

It’s plain and simple, using plain language in customer interactions is good business for your contact center. This all leads to cost savings in your contact center. The lack of clear communication in the contact center can result in significant costs to a business over time. Conversely, contact centers can establish themselves as cost savers vs. cost sources by employing plain language tactics.

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.

What is Contact Center as a Service (CCaaS)?

UJET

Traditional call centers typically host all of its hardware and software on-site. Hosting servers requires a large physical space and as a contact center grows, it needs more space for new agents and technology. Contact center hardware can fail or some kind of emergency can happen which disables the center’s ability to provide support. This is why contact centers transitioned to using cloud platforms. CCaaS Contact Center Customer Support

Guest Blog: Is Your Contact Center Prepared to Handle Breaking News?

ShepHyken

So how can your contact center best prepare for breaking news? Asking agents to address customer concerns following breaking news without guidelines on what they should say is a recipe for disaster with potential legal implications.

Why Great Digital Customer Service Needs Vision and Commitment

NICE inContact

A manager who always has followed strict guidelines for the brand’s tone of voice may have a hard time adopting a more informal and direct style of communication. Contact centers of the future will do more with less. Brands using legacy systems have to make a significant shift in how they communicate with customers and how they evaluate the performance of their contact centers. Rome wasn’t built in a day, and neither was the Internet.

5 Ways That Digital Customer Service Is Influencing Customer Expectations

NICE inContact

How to make it happen: While encouraging agents to be personalized, be sure to set some guidelines (not strictures) for brand voice. Instead of simply waiting for customers to contact the brand, it’s important that companies now use listening technology to keep tabs on the online conversation and the evolution of sentiment. Brands that want to stay relevant need to adapt to the times — and they need the right contact center software to make this happen.

FastTrack for Contact Centers Insurance Industry Fact Sheet

Confirmit

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills.

FastTrack for Contact Centers Insurance Industry Fact Sheet

Confirmit

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills.

3 Ways to Provide Success When Handling Rude Customer Interactions

NICE inContact

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. Here are 3 ways to provide success in these types of contact center interactions: 1) Don’t Try to Win. Use this guideline to set the model for behavior.

Fast Track for Contact Centers Financial Services Industry Fact Sheet

Confirmit

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. Gauge level of customer satisfaction across all contact channels – phone, digital, mobile.

Ensuring a Successful Go-Live Launch for Your Call Center Technology

NICE inContact

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. Create “invitations” to disburse throughout the contact center inviting agents to Go-Live.

Technology Based Solutions to Enhance Customer Retention Strategies

TechSee

For years, solutions have focused on training customer service personnel, and adjusting company policies and guidelines, as proactive efforts to retain customers who are considering making a transition.

Stay in Sync with Effective Calibration

NICE inContact

With the increase of remote employees and QM often being outsourced in the contact center, traditional calibration may not be ideal, so develop an approach that is best for your organization. Agent empowerment is the new norm within many contact centers.

Service Recovery Paradox – How to Turn Failure Into Value

TechSee

Set clear priorities and guidelines, and empower executives to make customer-centric decisions based on prioritizing customers’ needs during a crisis. Make sure agents are fully aware and onboard with all company policies, and are armed with the right responses when contacted by customers.

How To 127

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio. Your service speed depends on factors like the contact channel (e.g. In this you-focused language , the customer is at the center.

Hear Tony Medrano’s Benchmark CallTalk Podcast Recording

RapportBoost

We had a great time speaking with host B ruce Belfiore right before the holidays about how to turn your contact center into a profit center. Bruce: Contact centers are under increasing pressure to become profit centers and leverage new channels of engaging customers. I’ve seen and helped a lot of contact centers transition to profit centers with chat, and I’m excited to be here to discuss in more detail.

Everything You Need To Know About Call Center Outsourcing

Magellan Solutions

Outsourcing a call center is a promising idea, especially if you want to lower costs. What Is An Outsourced Call Center? Call center outsourcing is a business activity of subcontracting call center services like customer care and sales-related tasks.

Average Talk Time: The Little Metric with Big Insights

NICE inContact

Average talk time (ATT) is often a neglected little contact center metric. They are not only the face of your contact center, but of your entire organization. Advantages of the Cloud Call Center Best Practices Customer Experience

Top Leadership Competencies

Brad Cleveland

Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies.

Using scripts for live chat customer service

Customer Enthusiast

A couple of weeks ago, I was asked to provide feedback on an article that detailed a number of customer service scenarios and suggested scripts being used by live chat contact center representatives. contact centers customer customer experience live chat scripts

Average Talk Time: The Little Metric with Big Insights

NICE inContact

Average talk time (ATT) is often a neglected little contact center metric. They are not only the face of your contact center, but of your entire organization. While many contact centers are justifiably concerned with meeting AHT targets, we can’t forget the importance of ATT. Advantages of the Cloud Call Center Best Practices Customer Experience

A Call Center Cell Phone Policy That Actually Works

Talkdesk

Add in security concerns and there is much to consider when creating a cell phone policy for agents in the contact center. When no guidelines are given, it can be hard to identify a problem and even harder to control it. Call Center

Components Of an Effective Customer Access Strategy

Brad Cleveland

In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and response time objectives, routing methodology, people and technology resources needed, required information, analysis and improvement, and guidelines for deploying new services.

4 ways to drive recognition in your customer service team

Eptica

Also, given the high turnover rates in the contact center industry, recognition can be a powerful weapon in keeping your best staff and ensuring they remain happy and motivated. That’s why pretty much every contact center I visit has a recognition program of some sort in place.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue. It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution!

How to Make Your Customer Experience Stands Out in the Experience Economy

CX Journey

Fortunately, you don’t have to be Apple to stand out in your industry; even small changes in the contact center can shift your service from forgettable to remarkable. In the contact center, you can give customers the pleasure of chatting with friends by treating them as friends.

Talkdesk Organizational Security

Talkdesk

Security is one of the most critical aspects of any enterprise cloud contact center. We back our privacy guidelines with layers of security to safeguard their data. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This blog post is the first in a four-part series outlining Talkdesk’s security policies. In this post, we cover Talkdesk’s approach to organizational security.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue. It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution! While it is possible to anticipate potential issues and create processes to address each scenario, agents should also be empowered to confidently handle outliers, within specified guidelines.

FCC blocks Robo-Calls

Call Experts

By avoiding a flood of robocalls on busy networks, mobile companies are advised to follow the recent guidelines quickly as it will also help in cost saving. Understand top tier contact center operations and benefits. Why do you need a 24-hour contact support system?

Why is my smart device making me feel dumb? The challenges of onboarding IoT devices

TechSee

More and more enterprises recognize the ROI potential from significant savings on labor costs, reduced technician visits, lower call center volume, as well as the ability to scale SoT services. James wants to water his lawn.

29 Customer Service Training and Coaching Tips

StellaService

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. Greg Levin, OFF CENTER, LLC ( www.offcenterinsight.com ).

COPC Inc. Announces Updated COPC Standard and New Name

COPC

Key features of the COPC CX Standard, Release 6.0 , include: Expands proven contact center guidelines to address all key customer touchpoints including those delivered digitally. Introduces specific guidelines and measurements for both “assisted” (live agent) and “unassisted” (digital) channels. Today we are announcing exciting news. We have just published Release 6.0 of the COPC Customer Service Provider (CSP) Standard.

Delivering the benefits of customer service outsourcing

Eptica

According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year. ” This particularly applies when it comes to outsourcing all or part of the customer contact process.

29 Customer Service Training and Coaching Tips

StellaService

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. Greg Levin, OFF CENTER, LLC ( www.offcenterinsight.com ).