Do Humans Still Have a Place in Contact Centers?

NICE inContact

Chatbots enable companies large and small to handle customer service inquiries across digital channels without involving human contact center agents. 2) They help retail consumers get a fast and relevant response about when their package will be delivered, or what happened with the availability of their eagerly awaited new iPhone X. So should we get rid of the poor humans in contact centers? Humans have an irreplaceable role in contact centers.

Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!

BlueOcean

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real.

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CXone Cloud Contact Center Software Helps Energy Company Soar

NICE inContact

As one of Europe’s largest and fastest-growing energy producer/retailers, the company has more than 20,000 employees and had been generating power—electricity and heat—in Sweden, Denmark, Finland, Germany, the Netherlands and the United Kingdom.

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.

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. customers and contact center advisors through interactions of higher.

3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

No one ever said working in retail was easy. Succeeding in retail is tough and these days it’s much more difficult. Customer service remains the key difference of brick-and-mortar retail operations. The call center is no longer a cost center for retailers.

4 Tips to Improve Your Contact Center Customer Experience

Comm100

If you’re in the contact center space, chances are you already have a customer experience strategy. What is the importance of Customer Experience for your Contact Center? Customer experience (CX) is centered on the needs and perceptions of the customer , not the business.

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

NICE inContact

As the leading specialty bedding retailer In the U.S., But the Houston-based company was losing sleep over its two contact centers. The post Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time appeared first on NICE inContact Blog. Advantages of the Cloud Contact Center Trends & Insights Customer Experience Workforce Optimization

Bring on the Holiday Rush: Prep Tips for Your Contact Center

NICE inContact

No other season impacts so many contact centers across so many markets quite like it. To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal contact center staff. Some retailers choose to upgrade technology, moving their call center software to the cloud. To succeed, your contact center needs to prepare with the right strategies, data, and technology.

3 Reasons Contact Center Analytics Fails

Calabrio

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

NICE inContact

This is the first of four ways that virtual agents are automating the contact center. Navigating poorly designed DTMF touch-tone systems and single word command menus can cause issues with proper routing and ultimately result in internal transfers, which is a large expense for contact centers. Not only are cold transfers frustrating for customers who have to repeat themselves, but they also are the cause of large expenditures within call centers.

3 Reasons Contact Center Analytics Fails

Calabrio

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.

Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center

BlueOcean

trillion, according to data from Deloitte , which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead to higher call volume in the contact center. Here are some key tactics for coping with holiday spikes in the contact center.

3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

No one ever said working in retail was easy. Succeeding in retail is tough and these days it’s much more difficult. Customer service remains the key difference of brick-and-mortar retail operations. The call center is no longer a cost center for retailers.

Contact Center 2019: Scalability in Today’s Modern Contact Center

Talkdesk

Early in my career, I spent eight years supervising agents in contact centers. Working in and managing contact centers is not for the faint of heart. How do you scale up and down quickly in a modern contact center? Numerous customers shared how they used to wait weeks for their vendor to be available to work on their on-premises contact center systems. Call Center Customer Service

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes.

3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

No one ever said working in retail was easy. Succeeding in retail is tough and these days it’s much more difficult. Online retailers — of which Amazon is the most notable, but hardly the only — have completely changed the market landscape and put yet another pressure on this difficult market. Customer service remains the key difference of brick-and-mortar retail operations. Below are three ways you can use your contact center to your competitive advantage.

3 Reasons Contact Center Analytics Fails

Calabrio

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. You and your executives may not be on the same page regarding the definition, purpose and outputs of analytics in your contact center. Timely insights about customer behavior.

Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

NICE inContact

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience.

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

NICE inContact

For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. The post Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents appeared first on NICE inContact Blog.

An Incredible Journey: Amplifon’s Move to NICE inContact and the Cloud

NICE inContact

Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today.

Retail 156

Nine Myths to Debunk for a Data-Powered Contact Center

Calabrio

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. The post Nine Myths to Debunk for a Data-Powered Contact Center appeared first on Calabrio.

How Contact Centers Manage the Holiday Rush

Call Experts

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . The holiday season is here!

Contact Center Resolution Number 1 – Shift Your Focus from Product to Customer Experience

NICE inContact

A neighborhood shop and major retailer may both sell the running shoe at similar prices. The post Contact Center Resolution Number 1 – Shift Your Focus from Product to Customer Experience appeared first on inContact Blog.

Contact Center Trends and Predictions 2018

CSM Magazine

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience.

The Impact of Data Regulations on Contact Centers

Talkdesk

The post The Impact of Data Regulations on Contact Centers appeared first on Talkdesk. Call CenterThe need to comply with an ever-evolving set of data privacy regulations may seem onerous or cause companies to freeze in place, not knowing what steps to take next.

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 Call centers, as the name indicates, specialize only in voice communications channels.

AI in the Contact Center – Sorry, No Chasm, No Trough!

eGain Blogs

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. 23% improvement in FCR (First-Contact Resolution). 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Branded Manufacturing/Retail. The post AI in the Contact Center – Sorry, No Chasm, No Trough!

ICMI Contact Center Expo: The Top 10 Sessions You Won’t Want to Miss

StellaService

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands.

Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

NICE inContact

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience. The post Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You appeared first on inContact Blog. Advantages of the Cloud Call Center Best Practices Customer Experience

Do You Have Enough Contact Center Jobs?

Talkdesk

How many contact center jobs is enough? One of the primary roles of a call center supervisor is to determine how many agents are necessary to do the job well. Proactively hiring contact center agents will provide better service than reactive hiring 10 times out of 10.

Do You Have Enough Contact Center Jobs?

Talkdesk

How many contact center jobs is enough? One of the primary roles of a call center supervisor is to determine how many agents are necessary to do the job well. Proactively hiring contact center agents will provide better service than reactive hiring 10 times out of 10.

What Does Amazon Connect Mean for the Contact Center?

West Monroe

Not only did it go from an online bookstore to one of the largest retailers in the world, but Amazon has now tapped contact centers. Amazon Connect is changing the traditional contact center setup. Metrics can be another challenging area within contact centers.

Why WhatsApp Is the Next Digital Customer Service Channel You Need

NICE inContact

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. Customers who have a question about their bill or their data plan, banking customers checking their balance or asking questions about their credit card, online retailers can use it for seamless purchasing and returns — the list goes on and on. With more than 1.5

Please hold, this contact center isn’t ready to deliver breakthrough CX

Qualtrics

Find out how making the right investments in your service center culture can turn yours from a necessary cost center into a key brand loyalty driver. In fact, 78% of customers say a single interaction with a contact center has changed the way they feel about a brand.

What Happens to Contact Centers on Black Friday?

Talkdesk

Black Friday is the official start to the holiday shopping season, meaning big deals and even bigger crowds for retail shoppers. The stores are certainly bustling on Black Friday, with shoppers lining up hours before some stores even open, but what about contact centers for those retailers?

AI in the Contact Center – Sorry, No Chasm, No Trough!

eGain Blogs

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. 23% improvement in FCR (First-Contact Resolution). 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Branded Manufacturing/Retail. The post AI in the Contact Center – Sorry, No Chasm, No Trough!

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best

BlueOcean

Megan received these kudos from a customer of our eCommerce grocery retail client. Agent Recruiting Call Center Agents Contact Center Outsourcing Customer Service Outsourcing Patty Isnor contact center agent customer service outsourcing recruiting agents Recruiting for Your Contact Center

AI in the Contact Center – Sorry, No Chasm, No Trough!

eGain Blogs

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. 23% improvement in FCR (First-Contact Resolution). 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Branded Manufacturing/Retail. The post AI in the Contact Center – Sorry, No Chasm, No Trough!

CGS Acquires Mas Cerca Contact Center

CSM Magazine

CGS, a global provider of business applications, enterprise learning and outsourcing services, has announced the acquisition of Mas Cerca Contact Center, the Chile-based business process outsourcing (BPO) provider.