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.

CXone Cloud Contact Center Software Helps Energy Company Soar

NICE inContact

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform.

The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? How does a contact center meet these demands?

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. RTA is one of the most underrated metrics in the contact center, but undoubtedly one of the most important.

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. Contact centers have dramatically changed.

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. For many contact center recording is not a matter of choice due to industry regulations, while others record for quality, analytics, and coaching purposes.

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.

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? As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service. Is your Contact Center Keeping Up?

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.

CMO, meet your new best friend: The contact center

Calabrio

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend.

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.

Building the Contact Center SOW: The Framework for Success

BlueOcean

The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW. Who serves as the primary point of contact? Building the Contact Center SOW.

Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language!

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

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.

AI in the Contact Center – When and Where?

NICE inContact

Artificial Intelligence (AI) in the contact center. To some, AI in the Contact Center , conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI. They are creating a strategic roadmap for acquiring and broadly deploying AI call center software. Why AI in the Contact Center.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Are they proactive about meeting increasing customer expectations? To meet. of contact centers measure.

How Contact Center Customer Experience Will Evolve in 2017

NICE inContact

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. This year, you can expect contact centers to be highlighted by: Total Voice Ownership. Some contact center offerings aren’t solutions, but simply compound issues.

Seamless CX Meets Strategic AI

NICE inContact

Increasingly, contact center leaders are making this transformational decision because they’re ready to: Increase efficiency Boost customer satisfaction Keep up with competitors Improve time to resolution Reduce agent costs. How can contact centers keep up with this demand?

How to Ease the Pain of Scaling Your Contact Center

BlueOcean

At its most basic level, growing your in-house contact center means you’ll need more space. There’s also the cost of upkeep, both to the facility itself and of your technical infrastructure, where regular upgrades will be necessary to keep your contact center ahead of the curve. Scaling your workforce to meet higher contact volumes puts strain on multiple functional areas – most especially your talent acquisition and training teams. Business is booming?

Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

BlueOcean

Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Opportunities to Meet the Real Needs of. quickly act to meet new customer expectations. transformation to meet elevated customer. rely on contact. center data 39%. sources that are democratized, such as contact. center data–a goldmine for customer insights.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means.

The Contact Center of the Future in the Distributed Workforce Era

TechSee

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. Companies will also be to scale up and down more effectively to meet seasonal demand. Now picture the traditional contact center.

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.

Contact Center AI – What’s out there?

Comm100

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.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.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. Decades ago, customers only had a couple options for contacting a company: phone or mail.

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.

Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! With people representing 67% of the cost of a typical contact center, “right” staffing also has a direct impact on operational metrics like labor cost, as you seek the perfect balance of meeting customer demand while avoiding over- or understaffing.

CMO, meet your new best friend: The contact center

Calabrio

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend.

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. Contact centers have dramatically changed.

Don’t Lose Customers to a Bad Contact Center Experience

NICE inContact

Your channels and technology have to meet customer needs. The post Don’t Lose Customers to a Bad Contact Center Experience appeared first on NICE inContact Blog. Advantages of the Cloud Call Center Best Practices Customer Experience

The Contact Center Build vs Buy Decision

Talkdesk

One of the common questions we’re asked at Talkdesk is what the difference is between our enterprise cloud contact center and nascent products, such as those offered by Twilio and Amazon, that tout themselves as “programmable platforms”.

Is Your Contact Center Training Missing These Things?

Integrity Solutions

The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers.

Omnipresent Contact Center Agents in the Age of Instant Gratification

NICE inContact

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the 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. customers and contact center advisors through interactions of higher.

33% CSAT for Millennials – Is Your Contact Center Missing Something?

NICE inContact

In order to meet the needs of millennials, and younger generations, chat should be a factor in contact center channel planning. The post 33% CSAT for Millennials – Is Your Contact Center Missing Something?