Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

In light of fast-changing customer demands, is your contact center keeping up? Explore more in our webinar replay , where our experts unpack the report’s key discoveries. Hear about actual contact center transformations and best practices, too.

5 Tips to Lower Contact Center Attrition

NICE inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

IT Leaders – Time to Elevate Contact Center Performance

NICE inContact

IT leaders rely on a set of critical contact center functionalities for efficiency and success. NICE inContact CXone helps IT leaders elevate the performance of their contact centers with the leading cloud call center software in the market. . The post IT Leaders – Time to Elevate Contact Center Performance appeared first on NICE inContact Blog.

Five Tips for Improving Contact Center Management

NICE inContact

Contact center management is hard. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution. Very hard, actually.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Coaching — Medicine for the Contact Center

NICE inContact

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics.

5 Tips to Lower Contact Center Attrition

NICE inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

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

The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% The post What are Bank Contact Centers Doing Right? Customer Experience Multi-channel Contact Center Trends & Insights

Building the Contact Center SOW: The Framework for Success

BlueOcean

The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW. Who serves as the primary point of contact? Leverage Reporting, Analytics to Elevate Partnership.

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. A recent report found. This report from. Not only that, another report revealed that. The contact center is the one. of contact centers measure.

How to Cash in on Contact Center Failures

NICE inContact

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. These savings can then be applied to contact center improvements.

Overwhelmed by needing to modernize your contact center? Start here.

NICE inContact

At some point, every contact center faces the stark reality of needing to modernize. You may still be spending hours creating reports on spreadsheets. You’re not alone: Determining how to bring your contact center current actually involves a complex web of purchase decisions that can be downright daunting. What about new unified communications (UC), PBX and other contact center. Your contact center can no longer afford to “make do.”

5 Helpful Contact Center Tools for Managers

NICE inContact

The same is true of any industry including contact centers. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Here are five helpful tools that can solve common contact center issues and provide a better service. Do you know which topics or issues come up the most during calls in your contact center?

Don’t Undersell the Value of Your Contact Center Using Legacy KPIs and Reporting

NICE inContact

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. There is an ocean of KPIs to help measure contact center performance.

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

This report. 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. SO HOW CAN THE CONTACT.

Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

BlueOcean

Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes.

The Pros and Cons of Contact Center Outsourcing

NICE inContact

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010.

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

NICE inContact

That second agent will of course also need access to the contact history. For outbound SMS, ensure you familiarize yourself with the legal situation around Express Written Consent and your ability to contact a customer on their cell phone.

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

NICE 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.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

3 Practical Ways AI in the Contact Center Gets Real

Comm100

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience. First of all, any technology that makes the contact center faster and more productive is a good thing.

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.

Increase Contact Center Efficiency with CRM Integrations

NICE inContact

There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. And the secret lies within contact center and CRM integrations. The post Increase Contact Center Efficiency with CRM Integrations appeared first on NICE inContact Blog.

New Year, New Contact Center RFP? 10 Mistakes to Avoid

BlueOcean

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. These factors require some creativity when responding to and differentiating through the contact center RFP.

Quantifying the Value of Contact Center AI

Avaya

Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. For example, profit increases driven by AI-enhanced marketing based on customer data collected in the contact center.

How to Build a Compelling Business Case for Modernizing Your Contact Center

NICE inContact

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. But what do you do if your outdated call center can’t deliver? In what ways could your contact center make an impactful contribution?

Best Practices for Building a Modern Contact Center

NICE 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 to Get Actionable Insight from your Contact Center Reporting

BlueOcean

It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. Contact Center Reporting

Turn Your Contact Center Service Agents into Product Gurus

NICE inContact

The same American Express report shows that a single bad service experience will have 33% of customers thinking about switching companies. Product “closet” – Display your products (for example, clothing) in a spare room that is near the contact center floor.

The Fundamental Guide to the Contact Center RFP

BlueOcean

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) Search online for vendors and assess their websites for culture fit, suite of services and solutions, and self-reported strengths.

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

NICE 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

NICE 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.

Is Social Media in the Contact Center the New Black?

NICE inContact

Ensuring that your contact center does not “miss out” on social channels is vital, just look at these stats: The number of social media users worldwide in 2018 is 196 billion , up 13 percent from 2017. Ensure that your contact center solution allows for this.

Contact Center SLA: What it is, How it’s Calculated, and Why You Care

NICE inContact

Contact center SLAs can be external, for example in a contract with a customer for an Outsourcer (aka BPO), or internal, to measure, document and communicate your contact center’s performance for stakeholders within your organization, or to compare with other contact centers. In SLA – The number of contacts the agents handled within the defined service level threshold. . SLA stands for, of course, Service Level Agreement.

4 Essential Resources to Read Before You Craft Your Contact Center RFP

BlueOcean

The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.

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

NICE inContact

That second agent will of course also need access to the contact history. For outbound SMS, ensure you familiarize yourself with the legal situation around Express Written Consent and your ability to contact a customer on their cell phone.