With CXone, Fossil Group Unifies Contact Centers, Raises Performance

NICE Systems

Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons. Before adopting NICE inContact CXone, Fossil Group’s contact centers were using different software solutions, which made it challenging to understand exactly how the company was performing as a whole.

What are Bank Contact Centers Doing Right?

NICE Systems

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?

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

NICE Systems

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.

Avoid These Roadblocks to Achieve a High Performing Contact Center

NICE Systems

inView™ is a revolutionary performance management system engineered by call centers for call centers. Learn how inView™ can drive agent engagement and visibility into your contact center. Every day we go to work with the objective of helping our companies improve.

Top 5 Things to Look For in a Workforce Optimization Solution

Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys

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

NICE Systems

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.

Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce®

NICE Systems

Contact center agents are the most monitored, micromanaged workforce in existence. The post Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce® appeared first on inContact Blog.

What are Bank Contact Centers Doing Right?

NICE Systems

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? Customer Experience Multi-channel Contact Center Trends & Insights

3 Ways to Streamline Digital Customer Service Integration

NICE Systems

The case for digital customer service integration is clear: Companies using digital channels for customer service can increase customer engagement and answer more customer queries without any additional resources. It’s all about increasing efficiency in the contact center. But making the transition from a legacy system to more up-to-date call center software doesn’t happen automatically. b) Determine the most useful channels for your customers.

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

NICE Systems

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. If you already support chat, we have some suggestions that help you make even better use of the channel. There is no single best solution that works for every contact center.

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. communication channel options. channels, companies must create. communication channels, and. channels. communication channels; that’s.

4 Ways to Win with a Multi-Channel Contact Center with Service and Technology

Win the Customer

Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily. Call Center Communication Customer Experience Customer Service

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.

Why Great Digital Customer Service Needs Vision and Commitment

NICE Systems

It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. Communication on these channels should be as personalized as possible — mirroring the customer in terms of tone, diction, and register. Contact centers of the future will do more with less. Agent roles: Agents have more freedom and aren’t specialized by channel.

Going Mobile: Building a Remote Workforce

NICE Systems

It can be daunting to create and scale a team of remote contact center agents. Relying on mobile call center agents presents unique obstacles and call for unique solutions. If building a remote agent team is on the horizon for your company — or you want to strengthen your team of mobile agents through contact center software — you won’t want to miss the smart strategies and actionable tactics in this webinar.

5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE Systems

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!

5 Reasons Customers Love Chatbots

NICE Systems

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. In the ideal world, customer service agents could spend as much time with each customer as that customer demanded, talking things over and forming a real bond over the course of repeated contacts. However, many contact centers rely on KPIs that emphasize speed because taking too much time on any given customer simply isn’t feasible.

Are Your Customers as Satisfied as You Think They Are?

NICE Systems

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. With so many touchpoints in play, it’s more important than ever for contact center leaders to have their fingers on the pulse of their customers, and then align their own performance with what customers actually experience.

4 Questions Every Contact Centre Needs to Ask

NICE Systems

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. This might sound simple, but many customer-centric organisations could benefit from adopting industry-leading technology that enables analysing key metrics, such as first response rate, resolution times, customer satisfaction by channel, and more. What happens when a contact centre doesn’t provide agents with the right tools, training, and technology?

Speech Analytics: Changing the Game for Contact Center Technology

NICE Systems

For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

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

NICE Systems

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.

9 Ways Millennials Have Transformed Contact Center Customer Experience

NICE Systems

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.

Omnichannel Customer Experience = Omnipresent + Omniscient Agents

NICE Systems

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.

5 Ways That Digital Customer Service Is Influencing Customer Expectations

NICE Systems

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. Instead of simply waiting for customers to contact the brand, it’s important that companies now use listening technology to keep tabs on the online conversation and the evolution of sentiment. Brands that want to stay relevant need to adapt to the times — and they need the right contact center software to make this happen.

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

NICE Systems

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 Systems

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.

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

NICE Systems

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.

Do Your Service Channels Turn Your Customers into Net Promoters?

NICE Systems

Our second annual study delves into attitudes and perceptions about customer experience and service delivery — from the perspective of both customers and contact center leaders. In this latest research, we asked more than 900 contact center leaders how likely customers would be to recommend their company based on the consumers’ experience with the company’s service via specific service channels (e.g.,

CXone Is Right on the Money for Check Into Cash Collections Team

NICE Systems

The good news: The company’s main contact center had been successfully using CXone for five years. CXone has really helped us shine a light on how we can provide a better customer, employee, and business experience,” says Amber Cannon, Contact Center Support Manager. They quickly learned new ways of doing business and to trust that the new call center software would improve their jobs. Check Into Cash had both good news and bad news.

5 Ways to Improve Your Customer Service

NICE Systems

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). Key takeaway: It’s vital to be available on channels your customers use. Practice makes perfect, right?

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 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Honeywell Transforms Its Business with the CXone Solution

NICE Systems

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.

How Valvoline’s Service Team Pleased Two Very Diverse Constituents — Its CFO and Its Customers

NICE Systems

These anticipated benefits were driven by a focus on greatly improving the customer experience across multiple channels. Recognizing an opportunity to improve the customer experience as well as the bottom line, Valvoline embarked on an effort to redirect calls from its company-owned service centers to a centralized contact center, powered by NICE inContact CXone. million contacts annually.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE Systems

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. The post Self-Service Strategies for Elevating CX at Your Contact Centre appeared first on NICE inContact Blog.

Leading the Way in Contact Center Intelligence

NICE Systems

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.

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

NICE Systems

Now with 35,000 people around the world, Webhelp is a global leader in BPO and customer experience, its capabilities extending across voice, social and digital channels. Services are easily scaled, new languages added, new channels into the platform incorporated.