Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. Luckily, call center analytics software can help alleviate much of these compliance headaches. With contact center analytics , help is on the way.

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.

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Finding the Right Self-service Mix in Your Contact Center

NICE inContact

For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost as little as 25 cents. Self-service is an important facet for creating a seamless customer experience.

Three Reasons to Use Visual Language in the Contact Center

NICE inContact

Especially with the rise of digital interaction channels in the contact center. Customer Experience Contact Center Trends & Insights Call Center Best PracticesImagination. Visualization. Insight. These words are part of our verbal language.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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

3 key benefits of FULL Contact Center Analytics

NICE inContact

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives.

AI in Contact Centers – IT Gets the Driver Seat

NICE inContact

Contact centers are no exceptions. Only about a third of the customers are willing to use bots and virtual assistants to interact with companies AI is not a customer pleaser, yet! When building a CX tech stack it is important to choose the right contact center platform.

Scaling a Customer Centric Culture in Your Contact Center

NICE inContact

Contact centers of today are not just customer service centers. But there are only so many hours in the day, so how do you scale a highly connected, customer centric culture in your contact center , with limited budget?

3 key benefits of FULL Contact Center Analytics

NICE inContact

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Do Humans Still Have a Place in Contact Centers?

NICE inContact

is the average cost saved per chatbot interaction for messaging-based banking bots 11,000 operating chatbots now are on Facebook Messenger $174 billion could be saved across insurance, financial services, sales, and customer service. Chatbots enable companies large and small to handle customer service inquiries across digital channels without involving human contact center agents. So should we get rid of the poor humans in contact centers? Chatbots are coming.

Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Creating a visual contact center knowledge base. Agent: Hello, thank you for calling Longbow Telecom.

How to Determine Cultural Alignment in Your Outsourced Contact Center

BlueOcean

You can ask all the right questions in the contact center RFP and still struggle to understand how their culture might or might not align with your own. When you interact with those same leaders, do you get a sense that they’re seeking a mutually beneficial relationship?

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.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Why Does Your Contact Center Need Speech Analytics?

NICE inContact

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience?

Swedish Rail Unifies Contact Center Operations with Cloud

NICE inContact

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.

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.

8 Qualities of Effective Contact Center Agents

NICE inContact

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.

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.

RFP Questions to Ask About AI in the Contact Center

BlueOcean

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?

Start Your Contact Center Move to the Cloud with Workforce Optimization

NICE inContact

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. While many contact centers begin their cloud journey with omnichannel routing , there are multiple paths to the cloud.

Give Your Contact Center a Pink Slip

NICE inContact

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.

What are Bank Contact Centers Doing Right?

NICE inContact

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?

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.

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. Choosing the Best Location for Your Contact Center.

IT Leaders – Time to Elevate Contact Center Performance

NICE inContact

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.

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.

What’s on the AI Horizon: Roadmap to AI in the Contact Center

NICE inContact

How will Artificial Intelligence (AI) affect your contact center? AI Customer Experience Call Center Best Practices Contact Center Trends & Insights

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.

7 Contact Center Glossary Terms You Need to Know

NICE inContact

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.

Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

NICE inContact

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.

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. And thanks to its rigorous analysis of vendors within the market, the report helps buyers ensure the right cloud technology partner is selected for their contact center needs.

5 Helpful Contact Center Tools for Managers

NICE inContact

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?

Ask the Experts: Conversational AI Automation Step-by-Step

Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction

Everyone knows they need to implement conversational AI to automate more calls and chats, but there’s just one problem: conversations with machines aren’t easy. Join the interactive session where Purchasing Power’s Tiffany Anderson will detail the nitty-gritty on how they automated 25% of their call volume that used to be handled by live agents which lowered costs by 20% and increased NPS by 13%.

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.