Is Social Media in the Contact Center the New Black?

NICE inContact

Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. Ensure that your contact center solution allows for this.

The Social Media Customer Service Opportunity

NICE inContact

Naturally, I did what many of my fellow millennials would do and took my issue to social media. Apparently their social media was as backed up as their contact center. The most critical element of success on social media is hidden right in the term itself.

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. And thanks to its rigorous analysis of vendors within the market, the report helps buyers ensure the right cloud technology partner is selected for their contact center needs.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

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

rely on social. media data 16%. rely on contact. center data 39%. rely on social. media data SO WHAT’S THE CHALLENGE. reviews (49 percent) and social media (40. sources that are democratized, such as contact. CUSTOMER, THE CONTACT.

Swedish Rail Unifies Contact Center Operations with Cloud

NICE inContact

In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations. About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations.

7 Contact Center Glossary Terms You Need to Know

NICE 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.

Social Media Best Practices for Contact Centers

MaritzCX

Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications

Social Media Best Practices for Contact Centers

MaritzCX

Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications

Social Media Best Practices for Contact Centers

MaritzCX

Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. media discussion. and social media (40 percent). Ratings and reviews and social.

Contact Center AI – What’s out there?

Comm100

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out.

9 Ways Millennials Have Transformed Contact Center Customer Experience

NICE inContact

Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations. Decades ago, customers only had a couple options for contacting a company: phone or mail.

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.

Turn Your Contact Center Service Agents into Product Gurus

NICE inContact

Play clips of phone calls or show comments from social media in which customers are praising the products. Product “closet” – Display your products (for example, clothing) in a spare room that is near the contact center floor.

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. A customer starts a conversation with you via chat, social media, messaging, email, wherever.

How GM Uses Social Media to Listen and Engage Customers

Natalie Petouhof

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service.

33% CSAT for Millennials – Is Your Contact Center Missing Something?

NICE inContact

But only 57% using social media, 32% mobile applications and 29% live chat. In order to meet the needs of millennials, and younger generations, chat should be a factor in contact center channel planning. Call Center Best Practices Customer Experience Trends & Insight

Contact Centers aren’t Ready for Omnichannel

Calabrio

The potential of “omnichannel” when it comes to contact centers is undeniable. Once the Internet came about, that human connection fragmented, and companies found adding a single online communication channel to their legacy call center operations to be a challenge.

Discover the Missing Puzzle Piece in your Contact Center at ICMI

Calabrio

We’ll be navigating the tides of transformation at ICMI Contact Center Expo from May 13–16 at The Diplomat Resort in sunny Ft. The ICMI Contact Center Expo is a great conference to submerge yourself in meaningful content; learn how to take back to your workforce, listen to expert speakers and network with the industry’s leading-edge vendors. Follow @Calabrio on social media for the latest updates on coverage from #CCExpo.

inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant

NICE inContact

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Chat, SMS, and Social Media are Maturing. Almost 10% of CSRs are now using Social Media for customer service.

The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.”

9 Effective Tips for Customer Service on Social Media

Comm100

The advent of social media has had a huge impact on the customer service industry. Here are nine tips on how to offer the most effective customer service on social media. Train Support Teams and Delegate Social Channels.

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software

Comm100

After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. Social Media Software. Contact history (what type of contact have your customers made?

Why an Omnichannel Experience is Critical for Modern Contact Centers

Talkdesk

To meet these demands, smart companies are deploying omnichannel contact centers for a 360-degree view of the customer, on any channel and in any context. The goal is to ensure customers have positive and productive contact with the organization via both new and traditional methods.

4 ways to keep your contact center agents engaged

Calabrio

To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people.

Make Workforce Management a Priority When Upgrading Your Contact Center

Talkdesk

Workforce Management (WFM) presents difficult challenges, especially with regard to an omnichannel contact center. The post Make Workforce Management a Priority When Upgrading Your Contact Center appeared first on Talkdesk. Call Center

Leading the Way in Contact Center Intelligence

NICE inContact

What is an Intelligent Contact Center? In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc.

Breaking down silos in the multichannel contact center

Calabrio

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Contact center reporting technology of the future.

Happy Hour: Wellness in the Contact Center

Talkdesk

Jenny Dempsey is a Social Media and Customer Experience Manager at NumberBarn and a health coach at Jenny Dempsey Wellness. Years in the customer service industry as an agent, director and everything in between showed her how important wellness in contact centers is. Thanks to her time in the customer service industry, Jenny’s advice is optimized for contact centers. The post Happy Hour: Wellness in the Contact Center appeared first on Talkdesk.

Social Media as a Service Channel: Are You Making These 3 Common Mistakes?

StellaService

Social media is part of your service channel mix, whether you like it or not. Granted, social represents a small percentage of your customer interactions. But among all your channels, social is the most visible. Done right, service via social is a big win for brands.

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.

Guest Blog: Is Your Contact Center Prepared to Handle Breaking News?

ShepHyken

In this age of 24/7 news channels and social media, we’ve all come accustomed to breaking news stories about celebrities and politicians. So how can your contact center best prepare for breaking news? Social Media Management.

Breaking down silos in the multichannel contact center

Calabrio

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Contact center reporting technology of the future.

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

Social Media Customer Service: Are You Making These 3 Common Mistakes?

StellaService

Social media customer service is part of your channel mix, whether you like it or not. Granted, social media customer service represents a small percentage of your customer interactions. But among all your channels, social is the most visible. Let’s face it.