Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 120

Contact Center Report Customer Journeys Customer Centricity 120

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 136

Contact Center Management Employee Engagement Call Center 136

NICE inContact

DECEMBER 26, 2018

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. Transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business.

Call Center 120

Call Center Technology Contact Center Omni-Channel 120

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center. They follow instructions more accurately.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. 5 Tips to Reduce Your Cost per Contact. Happy reading!

Report 121

Report Contact Center Omni-Channel Call Center 121

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

NICE inContact

NOVEMBER 9, 2018

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 five key takeaways, in no specific order, to improve contact center performance.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

NICE inContact

FEBRUARY 13, 2018

With good cloud-based contact center solutions, implementing agent screen pops have never been easier. However, benefits extend to other contact center metrics as well. And while average handle time is important within the contact center, it also indirectly impacts your customer experience as well.

Contact Center 122

Contact Center Average Handle Time Engagement Wait Times 122

TechSee

APRIL 17, 2022

. “Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. ” The Modern Call Center Customer Journey. However, the concept of warm transfers has grown well beyond an agent-to-agent escalation in a call center context. . Have a great day!”

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). According to ResearchAndMarkets , 2018, the CDP market was valued at $2.4

Call Center 98

Call Center Software Data Contact Center 98

Call Experts

MARCH 5, 2020

Cue the experienced live-agent contact center. . Here are our top 4 benefits of partnering with a contact center to support and grow your plumbing business: . Plumbing problems arise at any hour of the day; so, it is possible to receive customer calls even after work hours. Understanding Contact Center Billing.

Contact Center 80

Contact Center Call Center Customer Journeys Conference 80

NICE inContact

APRIL 24, 2019

However, a 2018 Forrester report points out that CX is stagnating. Today’s omnichannel environment needs to create more effective customer conversations that allow contact centers to perform tasks in-channel. Over the last years, there has been no notable improvement. Last Mile CX. Close the Last Mile.

Company 178

Company Contact Center Omni-Channel Insurance 178

NICE inContact

SEPTEMBER 27, 2017

As you consider your technology spend and roadmap for 2018 and beyond, consider looking inward as well as outward. The post Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You appeared first on inContact Blog. Where can technology help close those gaps?

Contact Center 121

Contact Center Technology Roadmap Chatbots 121

NICE inContact

SEPTEMBER 27, 2017

As you consider your technology spend and roadmap for 2018 and beyond, consider looking inward as well as outward. The post Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You appeared first on inContact Blog. Where can technology help close those gaps?

Contact Center 120

Contact Center Technology Roadmap Chatbots 120

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. At the heart of the development and implementation of these solutions, contact centers have maintained a focus on improving UX and CX. .

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

CSM Magazine

JANUARY 31, 2018

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. Brexit will drive consolidation. About the Author.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

Comm100

JUNE 19, 2018

The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX. I think there’s a few things here that can be applied in any contact center.

Contact Center 108

Contact Center Entertainment eBook Culture 108

Magellan Solutions

FEBRUARY 2, 2022

As the top call center country of the world , the Philippines continuously impress global leaders because of its educated workforce, efficient labor practices, industry expertise, low labor cost, and strategic location. A Brief History of the Call Center Industry in the Philippines. The call center industry generated $8.9

Call Center 75

Call Center Industry Contact Center Government 75

NICE inContact

JANUARY 24, 2019

This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue. .

Self Service 152

Self Service Contact Center e-support Call Center 152

NICE inContact

APRIL 30, 2019

Artificial intelligence (AI) has the potential to transform contact centers. Contact center leaders agree and are confident in AI’s role in delivering exceptional customer experiences. Then, we compared business responses with what more than 2,400 consumers told us about their actual service experiences in our 2018 study.

Consumers 149

Consumers Contact Center Chatbots Innovation 149

ShepHyken

JANUARY 7, 2019

” Call center tips to ensure successful agents by Scott Sachs . SearchCRM) Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Contact Center Tips Chatbots 104

Call Experts

FEBRUARY 26, 2020

Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Telephony provider Companies are looking for a partner that can provide telephony and contact center infrastructure. Understanding Contact Center Billing.

Contact Center 59

Contact Center Call Center Customer Journeys Conference 59

Call Experts

NOVEMBER 20, 2019

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. . . Centers incentivize employees to work over the holiday and be prepared.

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

Talkdesk

OCTOBER 18, 2018

For the second year in a row, Talkdesk is recognized as a Visionary by Gartner in the 2018 Magic Quadrant for Contact Center as a Service, North America , and highest among Visionaries on the Ability to Execute scale.

Contact Center 56

Contact Center Call Center Sales Communication 56

NICE inContact

JANUARY 21, 2019

In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. Proof in action.

Contact Center 136

Contact Center Course Report Analytics 136

NICE inContact

MAY 8, 2019

These are questions that keep contact center leaders up at night. We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels. The results?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Call Experts

DECEMBER 12, 2019

A well-seasoned contact center will help! . Call Experts has managed over three decades of holiday seasons for businesses and has processes and tools to ensure smooth management of your holiday rush. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. The solution?

Contact Center 69

Contact Center Call Center Customer Journeys Conference 69

NICE inContact

JANUARY 28, 2019

We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018. We’ve talked about the thorough questionnaire and proof of concept demos, but as every contact center well knows, no vendor review would be complete without including the voice of the customer.

Contact Center 136

Contact Center Touchpoint Report Course 136

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Call Experts

MAY 2, 2019

Contact center protocols develop, manage, evaluate, and optimize your customer journey. Organizations are redefining their contact objectives. Contact centers focus on three main objectives to enhance the efficiencies in your business: Empower agents to develop meaningful connections. More Blogs Menu.

Contact Center 56

Contact Center Self Service Call Center Conference 56

NICE inContact

MAY 23, 2019

With so many touchpoints in play, it’s more important than ever for contact center leaders to have their fingers on the pulse of their customers, and then align their own performance with what customers actually experience. Measuring satisfaction levels with specific channels is one input to this process.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

Talkdesk

JANUARY 2, 2019

As 2018 comes to a close and we prepare for a new year, three main themes will dominate the reader’s list for 2019: becoming a customer experience hero, improving both customer AND agent experience and improving operational efficiency. With that context, here are five suggested resolutions for contact center leaders in 2019.

Contact Center 67

Contact Center ROI System Innovation 67

Stella Connect

NOVEMBER 2, 2021

Incorporate a QA scorecard , as well as plenty of simulated service interactions, in your call center training program to boost agents’ confidence. This blog post was originally published on November 8, 2018, and has since been updated. Get inside the mind of an angry customer who’s shopping during the holiday season.

Contact Center 88

Contact Center Policies Average Handle Time First Call Resolution 88

NICE inContact

FEBRUARY 21, 2019

In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace. Impressively, chat agents are now so efficient, they’re also taking calls—more than 18,000 last year!

Customer Satisfaction 138

Customer Satisfaction Abandon Rate Contact Center Wait Times 138

TechSee

SEPTEMBER 20, 2018

February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Measuring (and limiting) the length of time an agent spends on each call is seen as an important KPI to ensure efficient and agile call center operations.

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

TechSee

DECEMBER 28, 2020

The drivers for changing roles in contact centers. A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186