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?

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

NICE inContact

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.

Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? Here are some best practices that may help make chat a success in your contact center.

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

NICE inContact

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.

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. This year, digital channel. interactions are expected to. overtake voice interactions. communication channel options. channels, companies must create. channels.

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Supporting digital channels can be technically difficult.

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. for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right?

The Digital Revolution: Rising Consumer Expectations

NICE inContact

Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. In fact, research finds that Generation Z and millennials have a clear preference toward these next-generation digital channels when communicating with companies. Digital today is much more than just email and chat.

Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? Here are some best practices that may help make chat a success in your contact center. In other words: more customers are using chat to interact with more companies. If you already support chat, we have some suggestions that help you make even better use of the channel.

Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

Avaya

Looking back five years ago, 92% of organizations were already working to integrate multiple interaction channels —call it multi-channel, omnichannel, digital transformation—to deliver more consistent, contextualized experiences.

Cheat Sheet for Building the Best Chatbot

NICE inContact

Develop a character with a distinct style and stick with it because if you start mixing different speaking styles, your customers will feel like they’re interacting with some random customer service rep instead of the chatbot you’ve spent hours developing.

Are Your Customers as Satisfied as You Think They Are?

NICE inContact

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base. Measuring satisfaction levels with specific channels is one input to this process. We live in an omnichannel customer service world now.

5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE inContact

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs. However, too often contact centers look at this is as a “one and done” sort of exercise — so let’s include it twice!

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

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.

4 Questions Every Contact Centre Needs to Ask

NICE inContact

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. They want interactions that are quick and easy; they want their issues resolved; and they want friendly and knowledgeable service. Happy customers make for happy agents — and contact centres that are dialled into great CX see higher rates of engagement, retention, and productivity. What’s the Industry-Leading Contact Centre Solution?

9 Ways Millennials Have Transformed Contact Center Customer Experience

NICE inContact

Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations. Multi-Channel Experiences.

5 Reasons Customers Love Chatbots

NICE inContact

While customers still like talking to human customer service agents when they have complicated issues that need real interaction, these days most customers also expect websites to provide self-service options. If the customer’s needs are too complicated for the bot, he or she will be routed to the best human contact center agent for the job. This is because they collect customer data from every interaction, making it easier to know more about repeat customers.

Digital Omnichannel: Most Businesses Aren’t Where They Need to Be

NICE inContact

One top demand is for true omnichannel customer service , no matter the channel. Or better yet, the same agent speaking to them on chat easily can transition with them to phone or to other digital channels. To find out, we surveyed over 900 contact center decision makers. With the proliferation of messaging apps, text, chat, and mobile apps, today’s consumers expect to interact seamlessly with companies through a variety of digital channels — in addition to voice.

Omnichannel Customer Experience = Omnipresent + Omniscient Agents

NICE inContact

With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency. It started as a concept around the ability to serve customers in their channel of choice.

Answers to Some of Your Most Pressing CX Questions Are Just a Download Away

NICE inContact

How about the latest digital channels? These are questions that keep contact center leaders up at night. We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels. One gap: Contact center leaders underrate the quality of service being delivered by their agent-assisted phone channel.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program.

5 Ways That Digital Customer Service Is Influencing Customer Expectations

NICE inContact

Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels. But sometimes the customer gets lost in all the talk about what brands should do to keep up with the increased speed of today’s interactions. This builds trust — important for online customers because they don’t have the assurance of face-to-face interactions in a brick and mortar shop.

Why Multi-Touch Matters more than Multi-Channel

Avaya

I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. What if I told you that the customer experience is not necessarily about the channels you implement? The Multi-touch Difference.

5 Ways to Improve Your Customer Service

NICE inContact

Customers want more options for customer service, specifically social media and digital channels. Companies that deliver these options will be much better off: Companies that provide a consistent service quality across multiple channels retain 89% of customers Companies that do not provide a consistent quality are only able to retain 33% (Aberdeen Group). This makes it easier for agents to respond to high volumes of customer interactions. Practice makes perfect, right?

Honeywell Transforms Its Business with the CXone Solution

NICE inContact

As a multi-industry manufacturing company, Honeywell develops solutions around energy and efficiency. Making every customer experience count is no easy feat for a company that has over 200 contact center locations and 4,000 agents around the globe. The NICE inContact solution has transformed our ability to support our diverse contact center environment,” says Brett Hecker, Vice President, Customer and Commercial Enablement.

Leading the Way in Contact Center Intelligence

NICE inContact

What is an Intelligent Contact Center? In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc. Single Multi-Channel Interface.

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

NICE inContact

How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? Only 42% of respondents indicated that they were satisfied with their last service interaction.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE inContact

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. Self-service options for the contact centre are far and many. The momentum is building for self-service in the contact centre, and the stakes are high. You will learn so much more in an upcoming, interactive webinar focused solely on self-service.

My Agent eXperience Selected as 2016 Customer Product of the Year

NICE inContact

Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. Please watch our MAX video to find out how you can streamline contact center interactions.

Are You Prepared to Offer Customer Service via Text/SMS?

NICE inContact

This flexibility of communication is precisely why it continues to amaze me how slow businesses have been to adopt text/SMS as a channel for communicating with their customers. . All contact types from every possible channel should come through the exact same interface.

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. NPS focuses on long-term happiness, whereas CSAT zeroes is on one particular interaction (usually a recent one). In todays’ contact center environment, omnichannel is expected.

Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service

NICE inContact

Internet, personal computers, and even phones have evolved to unimaginable capabilities, transforming the contact center industry, and for that matter the business world. This is especially true with our expectations from companies we interact with.

Omnichannel Solutions Offer 30% Reduction of Call Abandonment for Carlson Rezidor

NICE inContact

For Carlson Rezidor , one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest reservation contact centers had its own challenges.

Contact Center Trends and Predictions 2018

CSM Magazine

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience.

Top Priorities in Customer-Centric Contact Centers

RapportBoost

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.

The Human Factor in Digital Customer Experience – Free Report

NICE inContact

New technology can enhance both agent-assisted and self-service interactions. In this new report, “Digital Customer Experience Trends, 2017” , Forrester examines how technology is recasting the way customers interact with companies.

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