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.

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.

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. Building omnichannel experience is not easy. The definition of omnichannel is evolving. So what does it take to achieve true omnichannel experience?

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. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. 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.

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. strongest omnichannel customer. omnichannel execution. channels, companies must create. channels.

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.

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 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.

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.

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 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.

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 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.

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 You Meeting Your Customers’ Expectations for Omnichannel Service?

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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? How do you know if you’re meeting their expectations for Omnichannel service?

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

NICE inContact

Webhelp knew that joining forces with a strong, forward-thinking technology partner like NICE inContact would be critical to its ability to optimize business processes for its client brands worldwide and provide transformational customer experiences in an omnichannel world.

Are Your Customers as Satisfied as You Think They Are?

NICE inContact

We live in an omnichannel customer service world now. 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. Seems there is an opportunity to better understand consumer attitudes about service 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.

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!

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.

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. 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.

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

NICE inContact

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 inContact

1) Go all-in for digital-first omnichannel. Trends have moved away from phone service and email, and if you didn’t know that customers demand digital-first omnichannel solutions, you probably aren’t listening to your customers. Customers want more options for customer service, specifically social media and digital channels. Like live chat, digital-first omnichannel customer service coverage is a necessity for today’s digital customers. Practice makes perfect, right?

Honeywell Transforms Its Business with the CXone Solution

NICE inContact

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.

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

NICE inContact

How about the latest digital channels? Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? 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.

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.

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

NICE 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.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE inContact

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.

Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

NICE 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.

3 Reasons to Focus on Your Weakest Customer Service Channel

NICE 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

NICE 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.

Which Channels do Customers Trust the Most?

NICE inContact

If you’re in Customer Service, you’ve heard of “omnichannel”. 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. Omnichannel is a nice buzzword, and many corporations will invest in it, but it will be a long time before everyone is doing it well. Do certain channels illicit more honesty? Which channels do customers trust the most?

5 Ways to Become an Omnichannel Customer Experience Pro

Avaya

At the time, sophisticated interaction channels like social media, web chat and presence were available to enhance the CX. And the concept of a platform that seamlessly integrated various channels and devices to deliver consistent, contextual, end-to-end experiences?

Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

NICE 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. Carlson chose to move to omnichannel functionality – with its ease-of-use, and ability to quickly switch callers to the next available agent – regardless of where the agent is based. Read more about Carlson Rezidor’s contact center transformation.

Reducing Customer Effort – Make it Easy to be Your Customer

NICE 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. So what can you do to make interactions in your contact center effortless for your customers ? In todays’ contact center environment, omnichannel is expected.