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.

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.

The 10 Most Important Contact Center RFP Questions [Infographic]

BlueOcean

A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. The RFP is the friend you love to hate. The necessary evil.

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?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

NICE inContact

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. NICE inContact was also recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America report.

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.

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.

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.

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.

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.

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?

Top 4 Reasons Why Call Recording is Critical to Contact Center Success

NICE inContact

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. There are a plethora of reasons to record your calls and digital interactions. Without call recording, there are no call center analytics !

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.

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.

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?

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

In light of fast-changing customer demands, is your contact center keeping up? But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. Hear about actual contact center transformations and best practices, too. Is your Contact Center Keeping Up?

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

In light of fast-changing customer demands, is your contact center keeping up? Of US consumers surveyed, 56% are highly satisfied with chat interactions, and 47% and 44% of UK and Australian consumers, respectively, say they’re highly satisfied with their recent chat experience.

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.

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.

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.

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.

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.

Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Today’s agents are clearly the heroes of the contact center – managing angry customers, solving complex problems and juggling multiple systems. What your agents like the most working in contact centers is helping customers.

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. interactions. contact centers.

Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Today’s agents are clearly the hero of contact center – managing angry customers, solving complex problems and juggling multiple systems. What your agents like the most working in contact centers is helping customers.

Obstacles Contact Center Agents Come Across During Interactions

Jacada

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.

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.

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?

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.