Top Three Myths of Hiring Remote Contact Center Agents

NICE inContact

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.

Journey to Contact Center Success

NICE inContact

As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems.

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.

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. Watch this video to learn that this is possible and available. 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.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

Today’s contact centers face a daunting challenge. Automatically extracting and analyzing data from both stills and video, computer vision gives a machine the power to derive meaning by interpreting the visual data according to sophisticated algorithms built around previous experiences.

The Contact Center of the Future in the Distributed Workforce Era

TechSee

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. In fact, the global Contact Center as a Service (CCaaS) market is projected to expand to USD 24.11

7 Tips to Improve Contact Center Customer Experience

NICE inContact

Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy. Contact Center Customer Experience can be enhanced every step of the way as customers interact with the brand.

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.

Turning up a Contact Center in 72 Hours for Crisis Response [Video]

NICE inContact

A large contact center was needed to handle critical incoming phone and email inquiries from so many people, and it had to be set up immediately, in days not weeks or months.

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.

Mobile Apps and SMS are Paying Off in the Contact Center

NICE inContact

Believe it or not (and you probably will) your customers are texting your call center number – and millennials and Gen Z are getting angry that you’re not answering! And, by now we understand that most of our next generation consumers don’t want to talk on the phone – they will text, video (to them this is not a call), or PM/DM/*M, but getting them to do a simple call is, in some cases, like beating your head against a wall. .

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.

How to Engage Gen Z in the Contact Center

BlueOcean

For those of us in the contact center industry, we welcome this new cohort into our multi-generational workforce. In the contact center world, there is a lot of work that is tailormade to leverage Gen Z’s greatest strengths. Engaging Gen Z in the Contact Center.

See an omni-channel contact center in action

NewVoiceMedia

The answer is omni-channel contact center solution that allows businesses to route interactions through email, chat, SMS, video and social channels seamlessly. That’s easy: just use an omni-channel contact center solution that’s fully integrated with Salesforce (that would be NewVoiceMedia). Your business serves ultra-connected customers who expect a consistent experience through every channel. So, the more channels, the better, yes?

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

24/7 Email CX Web Chat Mobile Video Text. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies.

Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The calls that do go through to the contact center agent are for more critical interactions — involving complexities, emotions or higher values.

5 Videos Contact Center Professionals Must Watch in 2018

Talkdesk

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Video #1: 5 Crazy Ideas for Transforming Your Contact Center. Video #2: How Peloton Gets Peak Performance From Their Inside Sales Team.

3 Ways to Get Quality Contact Center Monitoring Right

Myra Golden

When we were all sitting down at the computer editing the video, my 13-year-old son said, “I can’t believe I sound like that.” Contact Center Quality Monitoring Customer Experience Design Quality Monitoring

How Top Performing Contact Centers Will Own 2017

Storyminers

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017?

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.

How will Visual Engagement Impact Your Contact Center? The KPI Deep Dive

TechSee

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience.

The Route to Fully Autonomous AI Self Service Starts at your Contact Center

TechSee

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms.

Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?

BlueOcean

True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. Cost reduction cannot be a primary driver behind the way your contact center does business.

Flipping the Switch on Video in the Contact Center

Think Customers

Last week at Enterprise Connect , one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Depending on how companies go about deploying video communication technologies, some of the challenges that have impeded adoption is the high amount of bandwidth consumed by video as well as cost constraints.

How to Improve Customer Experience in an Era of Choice

one tweet, Facebook post, or YouTube video from a disgruntled customer. What if you could provide your contact center with tools that would enable and. of their customer-facing departments such as call centers, customer success.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Video: Turning Your Contact Center Into A Profit Center

RapportBoost

We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. We are going to talk about training, how to train your chat agents to drive profitability, and how to implement change the contact center.

Customer Self-Service and the Role of Cloud Contact Centers

Win the Customer

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . Here’s a look at customer self-service and the role of burgeoning cloud contact centers.

Everything Contact Center Managers Need to Know About Quality Call Center Monitoring – On-Demand Video

Myra Golden

Quality Call Center Monitoring – On-Demand Video . Pick up vital new skills in quality contact center monitoring. In contact centers, a solid quality call monitoring program makes all the difference. Quality Call Center Monitoring.

5 Paradigm Shifts Driving the Customer Experience Market

NICE inContact

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. After watching Paul’s video, you may want to learn more.

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer experience customer relationships multichannel

How Top Performing Contact Centers Will Own 2017

Storyminers

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017?

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.

3 Ways to Get Quality Contact Center Monitoring Right

Myra Golden

When we were all sitting down at the computer editing the video, my 13-year-old son said, “I can’t believe I sound like that.” Plus, Bonus Take-away Video: Managing to Eliminate Unacceptable Employee Performance.

3 Ways to Get Quality Contact Center Monitoring Right

Myra Golden

When we were all sitting down at the computer editing the video, my 13-year-old son said, “I can’t believe I sound like that.” Plus, Bonus Take-away Video: Managing to Eliminate Unacceptable Employee Performance.

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.