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.

IT Leaders – Time to Elevate Contact Center Performance

NICE Systems

IT leaders rely on a set of critical contact center functionalities for efficiency and success. NICE inContact CXone helps IT leaders elevate the performance of their contact centers with the leading cloud call center software in the market. . The post IT Leaders – Time to Elevate Contact Center Performance appeared first on NICE inContact Blog.

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.

Exploring Multiple Emotions During Contact Center Interactions

Experience Matters

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands. In addition to detecting the customer emotion, […]. Customer Connectedness Customer experience Emotion

Beyond the Contact Center: Unlocking Insights with Speech Analytics

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.

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. Here our are 8 Qualities of Effective Contact Center Agents. ” In the course of servicing a customer, they may be updating information such as home and email addresses, credit card information and contact preferences.

Obstacles Contact Center Agents Come Across During Interactions


There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation.

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.

RFP Questions to Ask About AI in the Contact Center


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. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions?

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

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. interactions While VAs are good at answering questions of low to medium.

Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

NICE Systems

Contact centers are lively, energetic places with lots of activity going on. Be mindful of these tips for improving contact center etiquette: . Customers may be irritated or angry – you can usually gauge this within the first few minutes of the interaction. The faster you can locate information for your customer, the more efficient (and stress-free) your interactions. In a contact center, everything hinges on the schedule. Hold the door.

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 post What are Bank Contact Centers Doing Right?

Give Your Contact Center a Pink Slip

NICE Systems

A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly.

Computer Vision AI: The Secret Ingredient for Contact Centers


Today’s contact centers face a daunting challenge. Computer Vision AI – Reinventing the Contact Center. Live video calls through which contact center agents assist customers with their issues is the perfect environment for computer vision to demonstrate its worth.

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. interactions. contact centers.

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.

5 Most Critical Elements of a Successful Contact Center Launch


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.

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. Do you know which topics or issues come up the most during calls in your contact center?

3 Practical Ways AI in the Contact Center Gets Real


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. AI-powered chatbots interact better with your customers, leading to better experiences for them and higher satisfaction scores for you.

The Top 3 Ways to Forecast for Your Contact Center

it’s the foundation of contact center scheduling. things—like contact volume—that can be so. leads to a spike in contact volume, which in turn. one; it’s when contact forecasts are chronically. than actuals, contact centers overstaff to cover.

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.

Quantify your Contact Center Success with CCaaS and KPIs

NICE Systems

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.

Implement Continuous CX Improvements in Your Contact Center

NICE Systems

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.

7 Tips to Improve Contact Center Customer Experience

NICE Systems

Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy. Contact Center Customer Experience can be enhanced every step of the way as customers interact with the brand.

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. interactions are expected to. overtake voice interactions. The contact center is the one. of contact centers measure. interact on a specific channel.

How to Engage Gen Z in the Contact Center


For those of us in the contact center industry, we welcome this new cohort into our multi-generational workforce. That’s where highly interactive virtual classrooms and online learning programs, both of which can be customized to individual learning styles, can be valuable.

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. These factors require some creativity when responding to and differentiating through the contact center RFP.

The Pros and Cons of Contact Center Outsourcing

NICE Systems

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010.

Can You Train Contact Center Agents in Empathy?


We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. That makes us curious: can you train contact center agents in empathy?

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.

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

NICE Systems

You should consider a solution that supports Omnichannel Session Handling , as, once initial roll-out has completed and agents are comfortable with the new channel, most will be able to handle more than one SMS interaction concurrently.

Navigating Generational Differences in the Contact Center Workforce


What makes a great contact center agent isn’t as easy to define as you might expect. There’s another layer to be considered as well: generational differences in the contact center workforce. Managing an Multi-Generational Contact Center.

Increase Contact Center Efficiency with CRM Integrations

NICE Systems

There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. And the secret lies within contact center and CRM integrations. The post Increase Contact Center Efficiency with CRM Integrations appeared first on NICE inContact Blog.

Contact Center AI – What’s out there?


Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out.

Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. How to leverage AI to drive cloud-based solutions in contact centers.

Speech Analytics: Changing the Game for Contact Center Technology

NICE Systems

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.