What are Bank Contact Centers Doing Right?

inContact

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

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.

Avoid These Roadblocks to Achieve a High Performing Contact Center

inContact

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.

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

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.

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.

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

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.

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.

What are Bank Contact Centers Doing Right?

inContact

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

Do Your Service Channels Turn Your Customers into Net Promoters?

inContact

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.,

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

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. 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.

Top 5 Things to Look For in a Workforce Optimization Solution

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

4 Questions Every Contact Centre Needs to Ask

inContact

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?

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

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

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.

Speech Analytics: Changing the Game for Contact Center Technology

inContact

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.

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

inContact

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.

9 Ways Millennials Have Transformed Contact Center Customer Experience

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.

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

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

inContact

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.

Leading the Way in Contact Center Intelligence

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?

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? Some other interesting findings were that 67% of customers prefer agent-assisted channels to self-service ones.

My Agent eXperience Selected as 2016 Customer Product of the Year

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.

Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

inContact

During this “low season,” many hospitality contact centers evaluate previous high season performance and customer satisfaction levels in order to address and improve key performance indicators (KPIs) like call abandonment. Read more about Carlson Rezidor’s contact center transformation.

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

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.

3 Reasons to Focus on Your Weakest Customer Service Channel

inContact

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. This is one of our favorite quotes from a leading analyst in the contact center space. See if it sparks you to rethink your weakest channel. We like this quote because: #1 – Voice is largely ignored and has become the weakest channel for many companies. Think about your voice channel: is it your weakest?

Reducing Customer Effort – Make it Easy to be Your Customer

inContact

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers.

Skate Where the Puck is Going to be: Adapt with Changes to Thrive

inContact

How does all of this apply to contact centers? Your customers’ needs may be changing, and we’ve seen more channel offerings emerge as well. Download this presentation to see how contact centers needs to adapt to stay on pace with their customers.

Customer Story: Clearlink Maximizes Service Levels with inContact

inContact

With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions. Clearlink now has the ability to rank certain marketing channels based on profitability.

Best Practices in Multi-Channel Support

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center

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

inContact

Internet, personal computers, and even phones have evolved to unimaginable capabilities, transforming the contact center industry, and for that matter the business world. When we engage a company we want to communicate on the channel that is most convenient for us.

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

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.

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.

Which Channels do Customers Trust the Most?

inContact

The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way. With the addition of more channels and pseudo omnichannel service, companies should be asking questions like: Which channels do customers prefer to use most often? Do certain channels illicit more honesty? Which channels do customers trust the most?

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.

The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process ?

Brad Cleveland

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate.