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?

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.

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.

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.

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?

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group.

The History of Customer Service in 500 Words

NICE inContact

Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Customer Experience Interactions Multi-channel Contact Center OmnichannelThe history of commerce stretches back 150,000 years.

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.

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

The fact that live chat is a real-time engagement channel makes this possible. Key takeaway: Live chat delivers a service that customers want and helps agents work more efficiently at a lower cost than other channels. We talk a lot about “future-proofing” your business.

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?

How Businesses Can Create Incredible CX

NICE inContact

People want a wide variety of choices about how they interact with companies. Much has been written about the growth of self-service technologies, Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Customer Experience Multi-channel Contact Center Omnichannel

Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds

NICE inContact

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options.

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.

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.

5 Surefire Signs You Should Review Your IVR System

NICE inContact

It is good practice for any contact center and IVR , regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service , to conduct regular reviews. First off, some customers simply do not like the channel.

System 156

The Trifecta of Service Excellence and the Agent’s Reality

NICE inContact

These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? What is interesting about the latest contact types is that they rely heavily on the system of record.

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.

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.

‘What’s Next’ is Here Today: Integrating AI into CXone Solutions

NICE inContact

But if you’re like most, you’re wondering how to harness AI’s amazing potential and incorporate it into your contact center in ways that will benefit customers, agents and the organization. In this webinar, you’ll learn how you can take advantage of the CXone open cloud platform and to expand your capabilities with bot-assisted interactions and conversational cross-platform automation. Everybody’s talking about artificial intelligence (AI) !

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.

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.

Advanced Chat for CXone: Vera Bradley’s Journey to Excellence

NICE inContact

The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. Vera Bradley also adopted other CXone cloud solution components—specifically, CXone Workforce Management (WFM) that helped forecasting customer demand for chat interactions based on business trends and historical data —and provided extensive possibilities for additional integrations down the road.

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?

The History of Customer Service in 500 Words

NICE inContact

Companies that have embraced services like interactive voice response (IVR) don’t seem to realize how indirect this method can be, and how frustrating it is for customers to have to press buttons on their phone repeatedly to get to speak with an actual agent. Email and social media changed the game as customers began to demand that companies be available and easy to reach on these channels, but even today many brands seem to engage with customers on social media only when they must.

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!

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.

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

The fact that live chat is a real-time engagement channel makes this possible. Key takeaway: Live chat delivers a service that customers want and helps agents work more efficiently at a lower cost than other channels. When you’re doing omnichannel right , you can unify all your digital channels into one platform to capture customers wherever they choose to interact. This makes it easier for agents to respond to high volumes of customer interactions.

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.

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.

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. Marketing staff assigned to monitor these channels lack all the necessary skills to provide timely and complete answers The focus of marketing when monitoring digital channels is for brand reputation, not service.

How Businesses Can Create Incredible CX

NICE inContact

People want a wide variety of choices about how they interact with companies. ” In fact, we discovered that almost half of businesses expect to need additional resources for their agent-assisted channels in the coming year, and it’s being driven by consumer demand. Customers still value the option of interacting with agents. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media.

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.

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.

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.

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?