NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? The numbers say it all: digital channels are real and relevant, and customer experience is central to company growth. Hear about actual contact center transformations and best practices, too. Is your Contact Center Keeping Up?

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

NICE inContact

JANUARY 31, 2019

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: .

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

BlueOcean

FEBRUARY 14, 2018

We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. In fact, Deloitte predicts that omni-channel customer interactions are going to increase in complexity this year. How will AI translate into the social channel?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next?

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Storyminers

JANUARY 24, 2017

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? Here’s what we learned.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers.

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

NICE inContact

APRIL 12, 2019

More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience.

Omni-Channel 27

Omni-Channel Contact Center Innovation Tools 27

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? The numbers say it all: digital channels are real and relevant, and customer experience is central to company growth. Hear about actual contact center transformations and best practices, too. Is your Contact Center Keeping Up?

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

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

Storyminers

JANUARY 24, 2017

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? Here’s what we learned.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

NICE inContact

OCTOBER 19, 2018

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.

Contact Center 120

Contact Center Omni-Channel Innovation Leadership 120

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

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

APRIL 24, 2019

To date, Customer Experience wins have been felt in the early parts of the customer journey – particularly around tailored marketing campaigns, personalized web and brand experience, and more recently orchestrated omnichannel communication. However, a 2018 Forrester report points out that CX is stagnating. Last Mile CX.

Company 178

Company Contact Center Omni-Channel Insurance 178

TechSee

APRIL 17, 2022

“Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. Companies looking to improve their customer journey can use an omnichannel approach that delivers an integrated, continuous customer experience. Conclusion .

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Comm100

SEPTEMBER 13, 2021

Consolidation of channels and data through connected omnichannel software. Reconfiguring legacy phone systems for a remote setting posed huge issues for more traditional, centralized contact centers. It means that when they do reach out, they don’t think in channels. – Staying Connected .

Customer Service 246

Customer Service Social Media Omni-Channel Connections 246

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. 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. This is the nature of life in the digital age.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NICE inContact

MAY 8, 2019

Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? These are questions that keep contact center leaders up at night. Then we compared these findings to what consumers said in our 2018 consumer study. The results?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

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: . Hire a plumbing contact center that works 24x7x365. Contact centers are available virtually and remotely. 24x7x365 answering service.

Contact Center 80

Contact Center Call Center Customer Journeys Conference 80

NICE inContact

MARCH 5, 2019

And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. And their opinions and channel preferences are constantly evolving. Don’t miss this exciting presentation!

Self Service 169

Self Service Omni-Channel Chatbots Customer Expectations 169

Call Experts

FEBRUARY 12, 2020

omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. The industry continues to change, most recently with the emergence of omnichannel management.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Here are three things we should be watching for in 2018. Take a look. .

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. Comcast – Omnichannel support. This omnichannel CX is increasingly expected by today’s customers. Power’s 2018 U.S. Boost revenues?

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. The golden ticket for every contact center is to transform customers into advocates of the brand.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

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. Your contact center call queues play a critical role in your customer experience strategy. What is a call queu e ?

Self Service 152

Self Service Contact Center e-support Call Center 152

NICE inContact

JANUARY 7, 2019

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. In their 32-criterion evaluation of cloud contact center providers, Forrester identified the 11 most significant vendors and researched, analyzed, and scored them. Plan for 2019 trends.

Contact Center 120

Contact Center Omni-Channel Report Trends 120

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

DECEMBER 21, 2018

Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. What does that mean?

Self Service 121

Self Service Contact Center Omni-Channel Analytics 121

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. A defined and robust methodology. Per the Forrester Wave report: “Current offering. The incorporation of ‘native’ WFO influenced a number of criteria in this list.

Contact Center 121

Contact Center Effort Score Omni-Channel CRM 121

ShepHyken

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. iQmetrix) A seamless omnichannel experience means that whether online or offline, your customer sees the same branding, structure, values, and tone.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

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. . Often, these partners are looking for Omnichannel management to support a robust digital presence. Now, let’s analyze and review the pricing strategies of contact centers.

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

Comm100

JUNE 25, 2019

AI-powered chatbots are so 2018. However with costly onboarding and training costs and high turnover , contact centers don’t can struggle to build excellent agent experiences. Internal AI can turn that all around and supercharge contact center agents so they’re faster, more knowledgeable, and more efficient.

Contact Center 145

Contact Center Chatbots Knowledge Base Resources 145

NICE inContact

JUNE 27, 2018

The topic of the third webinar was Orchestrating Immersive CX in Your Contact Center. The question gets to the heart of the “omnichannel” experience companies are trying to offer customers – the ability to seamlessly move from one media channel to another during a single interaction.

Customer Experience 120

Customer Experience Contact Center Omni-Channel Social Media 120

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96