NICE inContact

AUGUST 19, 2019

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog. How you stack up against external standards and industry peers?

Contact Center 136

Contact Center Analytics Customer Experience Industry 136

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Contact Center 95

Contact Center Chatbots Self Service Touchpoint 95

TechSee

DECEMBER 3, 2019

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Some knowledge bases can also proactively present issue resolution suggestions to customer service representatives in real time. But how can companies get there?

Knowledge Base 136

Knowledge Base Contact Center Customer Service Representative System 136

NICE inContact

JULY 1, 2020

The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment.

Contact Center 156

Contact Center Customer Experience Customers Call Center 156

NICE inContact

AUGUST 1, 2019

It is time to modernize your contact center. But it may have been five years or more since you last evaluated technology options or vendors for call center software. Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now.

Contact Center Software 138

Contact Center Software Contact Center Software Call Center 138

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center. Seeing all interactions reveals the big picture of what is really happening in your contact center.

Contact Center 121

Contact Center Analytics Call Center NPS 121

NICE inContact

FEBRUARY 5, 2019

Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion.

Contact Center 150

Contact Center Self Service How To Call Center 150

Calabrio

FEBRUARY 24, 2020

I got my start in contact centers by taking customer service calls. One of the big things that hasn’t changed is how people feel about working at a call center. We spend our days thinking of new ways to make lives easier for everyone in the contact center, but we have a special passion for agents.

Contact Center 130

Contact Center Call Center Meeting Analytics 130

BlueOcean

AUGUST 21, 2019

You’ll task your team with running a tight procurement process to assess potential contact center partners. That’s why we’ve put together a list of the top 10 things to assess on your contact center vendor site visit. The pace of change in the contact center industry is mind-blowing. 2. Technology.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Interactions

JANUARY 26, 2023

IBM ) On average, 5% of contact center agents intentionally participate in some form of insider fraud. Fraud.net ) Work from Home Increases Risk Factors Work-from-home (WFH) agents present another element of risk. The post Humans: The #1 Risk for Contact Center Compliance appeared first on Interactions.

Contact Center 62

Contact Center Guidelines Interaction Data 62

NICE inContact

DECEMBER 11, 2018

Contact centers are lively, energetic places with lots of activity going on. Be mindful of these tips for improving contact center etiquette: . Listen and be present. Being present requires focus, which is at risk if you are distracted with multi-tasking while they are speaking. Serve with a smile.

Contact Center 123

Contact Center Tips Knowledge Base Interaction 123

Blake Morgan

SEPTEMBER 19, 2023

                     Data and innovation: Modern customer experience and contact centers should be data-driven regardless of the company or industry. Contact Centers and Customer Experience: Build a customer experience culture that directs people on how to serve customers better.

Contact Center 52

Contact Center Tips Banking Innovation 52

Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. When inbound chat volume quickly increases, as it often does in a crisis of any kind, your contact center can quickly become overwhelmed.

Contact Center 131

Contact Center Chatbots ROI Knowledge Base 131

Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. When inbound chat volume quickly increases, as it often does in a crisis of any kind, your contact center can quickly become overwhelmed.

Contact Center 130

Contact Center Chatbots ROI Knowledge Base 130

NICE inContact

NOVEMBER 14, 2018

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s. Link objectives impactful KPI’s.

Contact Center 120

Contact Center Average Handle Time Financial CRM 120

Playvox

JUNE 28, 2022

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. in addition to voice.

Contact Center 84

Contact Center Omni-Channel Tools Contact Center Software 84

NICE inContact

JUNE 28, 2018

But until recently, its contact center was stuck in another era. As part of a fast-growing company in a hot market, its contact center is a hard-working one. The post The Future Shines Bright for Sunrun with Increased Contact Center Conversion Rates appeared first on NICE inContact Blog. Learn more here.

Contact Center 180

Contact Center Measurement Report Connections 180

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. contact centers.

Contact Center 83

Contact Center Report Gamification NPS 83

NICE inContact

JANUARY 22, 2019

There is a growing discussion among contact center managers about how to implement effective, KPI-based reporting. This conversation is being driven by contact center modernization and a realization that the old “art” of call center management is giving way to the new “science” of contact center management.

Contact Center 136

Contact Center Report Call Center Metrics 136

Storyminers

JULY 7, 2020

What’s the most important thing contact center managers should prepare for in 2017? At most contact centers, there will be several waves of change within the 2017 calendar year. There are still many contact centers that put internal performance numbers ahead of customers’ needs. 2 Serve before you sell.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

BlueOcean

AUGUST 6, 2020

Contact center pricing models vary from vendor to vendor. Being able to accurately compare one bidder’s offering to another is the key here – how the bidder reached the number they are presenting is as important as the number itself. (Provide details on which options are included in your pricing model.).

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Uniphore

OCTOBER 12, 2021

Going With the Flow for Contact Center Calls However, narrow AI (AI applied to specific use cases and/or domains) has an advantage: it can learn to understand conversations by analyzing conversational clues and patterns. For example, the customer states who they are, and then presents a reason for calling.

Contact Center 100

Contact Center Analysis Interaction Training 100

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

Contact Center 77

Contact Center Training Gamification eBook 77

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

Oracle

NOVEMBER 20, 2020

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. Contact centers traditionally have been separate from the main business of companies, which generates problems with contact center customer service performance.

Contact Center 97

Contact Center Technology Customer Service Omni-Channel 97

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. We end by explaining how contact centers can keep AI models up to date using Talkdesk AI Trainer.

Self Service 71

Self Service Contact Center Virtual Agent Chatbots 71

NobelBiz

FEBRUARY 10, 2023

Steve Bederman: For contact centers, 2020 was eventful and revolutionary. Today contact centers embraced change like never before and I think 2021 will be fantastic. Steve: Our position in the market as a leader in both carrier and technology allows us to see the traffic that contacts centers generate.

Contact Center 52

Contact Center Omni-Channel Social Media Technology 52

Talkdesk

MARCH 20, 2020

Contact centers are being flooded with calls about everything from finance to travel to healthcare, and more. At the same time, so is the health and well-being of your contact center staff. For this reason, contact centers are exactly the kind of environment that could be ordered to shut down.

Contact Center 102

Contact Center Call Center Call Center Solutions Sports 102

NobelBiz

APRIL 3, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. You guessed it; it’s money.

Self Service 52

Self Service Contact Center Knowledge Base Omni-Channel 52

Call Experts

FEBRUARY 17, 2022

If you want to make a change, consider hiring experts who can look at your entire process and implement award-winning contact center solutions. Also, we will review relevant contact center services, the future of customer experience, some examples, and why customer service is so important. .

Contact Center 98

Contact Center Customer Service Self Service How To 98

NobelBiz

MARCH 21, 2023

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity.

Contact Center 52

Contact Center Software Call Center Call Recording 52

NICE inContact

MARCH 24, 2016

I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. In this workshop, I provided a simple mapping template and presented consumer research about the shopping journey. Follow the easy steps presented in the webinar, and just try getting started with a very simple map.

Customer Journeys 122

Customer Journeys Contact Center Ecommerce Consumers 122

Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. We presented our subjects with an extensive list of potential contact center issues for 2016 and asked them to choose all that they felt applied to them.

Contact Center 140

Contact Center Contact Center Software First Call Resolution Call Center 140

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 3: DO: Know when group training is most appropriate (and when it’s not).

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78