With CXone, Fossil Group Unifies Contact Centers, Raises Performance

NICE inContact

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 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

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.

Avoid These Roadblocks to Achieve a High Performing Contact Center

NICE 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.

Top 5 Things to Look For in a Workforce Optimization Solution

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

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.

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.

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

NICE inContact

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 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

Why WhatsApp Is the Next Digital Customer Service Channel You Need

NICE inContact

Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Most people already are using WhatsApp over the course of the day, so there’s no channel-hopping when they want to contact a brand — whether that’s with a question about their bank account or data plan. While raising revenues from up sales and more loyal long-term customers, you’ll also save costs from more efficient customer service on a wider variety of channels.

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.

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. 2) Adding support for digital messaging and real-time channels.

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. 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.

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: 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.

3 Ways to Streamline Digital Customer Service Integration

NICE inContact

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.

Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

Here are some of the key features for any digital customer service software: Powerful CRM : The right CRM tool will tell you more about each customer, gathering valuable information from across digital channels into a constantly growing database.

Why Great Digital Customer Service Needs Vision and Commitment

NICE inContact

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.

Speech Analytics: Changing the Game for Contact Center Technology

NICE 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.

Cheat Sheet for Building the Best Chatbot

NICE inContact

Call Center Best Practices Contact Center Management Contact Center Trends & Insights Customer Experience Multi-channel Contact Center Omnichannel

Are Your Customers as Satisfied as You Think They Are?

NICE inContact

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.

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!

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.

4 Questions Every Contact Centre Needs to Ask

NICE 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

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.

5 Reasons Customers Love Chatbots

NICE inContact

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.

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.

Going Mobile: Building a Remote Workforce

NICE inContact

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.

Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

Here are some of the key features for any digital customer service software: Powerful CRM : The right CRM tool will tell you more about each customer, gathering valuable information from across digital channels into a constantly growing database. We believe that the future of customer service is powered by humans helped by call center software. Call Center Best Practices Contact Center Management Contact Center Trends & Insights Multi-channel Contact Center Omnichannel

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.

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.

Do Your Service Channels Turn Your Customers into Net Promoters?

NICE 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.,

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. Key takeaway: It’s vital to be available on channels your customers use.

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.