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.

Contact Centers aren’t Ready for Omnichannel

Calabrio

The potential of “omnichannel” when it comes to contact centers is undeniable. But omnichannel can have a dark side. Implementing omnichannel successfully requires extensive review and augmentation of existing business processes.

7 Contact Center Glossary Terms You Need to Know

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.

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.

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. strongest omnichannel customer. omnichannel execution. Omnichannel offerings. INTRODUCTION OMNICHANNEL THE CHANNEL EXPLOSION: ARE COMPANIES PREPARED? contact centers.

RFP Questions to Ask About AI in the Contact Center

BlueOcean

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions?

Best Practices for Building a Modern Contact Center

inContact

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. That’s why you are functionally working with the equivalent of stone knives if your call center tech is more than seven years old!

How are Omnichannel and Artificial Intelligence Changing Quality Management?

inContact

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

Contact Center Software can Balance Agent-assisted and Self-service Channels

inContact

Omnichannel is hot. Both are hot topics when it comes to contact centers and customer experience. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Artificial intelligence (AI) is hot.

One-Page Journey Mapping for Contact Centers

inContact

I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. The post One-Page Journey Mapping for Contact Centers appeared first on inContact Blog. Best Practices Contact Center Management Customer Experience General Trends & Insights CEU Channels Contact Center Customer Journey Improve Customer Experience inContact Journey Mapping Omnichannel Webinar

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. work, it needs to be an integral part of an omnichannel customer.

The Top Five “Must Have” Contact Center Phone System Features

inContact

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running.

Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel

inContact

Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. Omnichannel capabilities was a large benefit of moving to the cloud for Shop LC, as well as impacts to IT. Advantages of the Cloud Call Center Best Practices Customer Experience Omnichanne

Your Contact Center Superhero

Calabrio

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. Profile of a Contact Center Superhero.

This Holiday Season will Belong to the Creative Contact Center Staffers

inContact

That’s terrific news for workers, but contact centers planning to staff up for the holiday season must be sweating a little. So, yes, contact centers who need to staff up to meet holiday demands are going to face some additional challenges this year. The U.S.

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

rely on contact. center data 39%. sources that are democratized, such as contact. center data–a goldmine for customer insights. Often overlooked, the contact center provides. CUSTOMER, THE CONTACT. invaluable resource, transforming the contact.

Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew

inContact

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Here are five key takeaways, in no specific order, to improve contact center performance.

NICE inContact named a leader in Gartner Magic Quadrant for Contact Center as a Service

inContact

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. Notable head start in emerging AI-enabled contact center market.

Don’t Lose Customers to a Bad Contact Center Experience

inContact

According to our CX Transformation Benchmark Study business results, businesses believe they are delivering on the promise of omnichannel experiences. The post Don’t Lose Customers to a Bad Contact Center Experience appeared first on NICE inContact Blog.

CXone Brings ClearChoice Contact Center into the 21st Century

inContact

In little more than a decade, the company has opened 39 ClearChoice Dental Implant Centers across the U.S., In fact, Contact Center Manager Sonja Villalobos says, the move to NICE inContact is “…by far, the best thing we’ve ever done.”.

4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

Omnichannel is Here: The Case for a Digital Contact Center

Calabrio

With companies increasingly adopting this omnichannel approach, new levels of importance are now placed on the contact center’s ability to analyze the data coming from all of those channels in one comprehensive package. By doing so, the contact center can go beyond traditional interaction—it can truly gain a holistic view of their customers and become one of the most effective customer engagement tools in a company’s arsenal.

Cloud Computing is Evolving – Are Your Contact Centers?

inContact

Contact centers are no exceptions, a bit slower than application market in terms of cloud adoption given the behemoth telephony component. Frost & Sullivan reports show on-premises contact center systems market drop by 6% with a simultaneous 12% growth in cloud contact center market. We all know that a disaster recovery or a business volatility will immediately impact contact centers. Cloud computing is now an archaic term.

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

inContact

But the Houston-based company was losing sleep over its two contact centers. By implementing several integrated CXone products—CXone Omnichannel Routing, CXone Workforce Management Enterprise, CXone Reporting and CXone Quality Management Enterprise—Mattress Firm has seen significant results. The post Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time appeared first on NICE inContact Blog.

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? Here are some best practices that may help make chat a success in your contact center. So here are our top five best practices for web chat as a contact center channel: New to the Chat channel?

Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World

inContact

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. The post Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World appeared first on NICE inContact Blog.

Three Reasons Your Contact Center Needs to Go Digital

Calabrio

When you close your eyes and imagine a contact center, what do you see? If you saw the second scene, welcome to the digital age – and new reality – of the contact center. Therefore it’s critical that contact centers make a space for themselves at the table.

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? Here are some best practices that may help make chat a success in your contact center. Furthermore, web chat continues to experience strong growth, both in terms of the mounting number of contact centers that support it as a channel, as well as based on an expanding share of the overall number of contact center interactions.

Superior Contact’s Contact Center Scales to Deliver to Global Client Base

inContact

Like a lot of contact centers, Superior Contact, a subsidiary of TelNet Worldwide, found itself at a fork in the road: Keep pouring resources into its outdated premise-based system or take the leap into the cloud with new and knowledgeable partner. Because the company provides sales, technical and business process support services to other contact centers, a lot was riding on its choice of a vendor.

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

inContact

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world.

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

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

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.

Three Frightening Contact Center Problems Solved with Cloud

Avaya

It’s the spookiest time of the year, and not just because contact centers like yours are about to head full bore into the holiday rush. Halloween is coming, and to get into the spirit, we’re here to help you overcome some common contact center terrors: WFH Agents.

Why Build a Contact Center Instead of a Call Center?

Win the Customer

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 Omnichannel vs. Single Channel.

Two Reasons Why AI Won’t Replace Contact Center Agents, One Reason Why it Might

inContact

While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. Here are two reasons why AI will support, not replace, agents and one reason why AI has the potential to possibly replace the contact center agent role. AI, Blended with Live Agents, Enables Contextual and Quick Omnichannel Interactions.

Check out the Cool Avaya Omnichannel Contact Center Demos at ICMI

Avaya

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. We hope to see you at the ICMI Contact Center and Exhibition in Booth 623.

Using AI in Contact Centers to Create Better Customer Engagement

Avaya

If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. What You Need to Know About Contact Center Automation. Contact us to learn more.