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How are Omnichannel and Artificial Intelligence Changing Quality Management?

NICE inContact

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

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

NICE inContact

By implementing several integrated CXone products—CXone Omnichannel Routing, CXone Workforce Management Enterprise, CXone Reporting and CXone Quality Management Enterprise—Mattress Firm has seen significant results. Operational efficiency has improved, quality assurance (QA) scores are soaring and agent adherence has risen steadily.

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Customer Experience in Insurance: Strategies to Boost Customer Satisfaction

InMoment XI

Personalization, multi-channel journeys, and customer convenience are key to improving CX in insurance. Ensure an Omnichannel Customer Journey Customers are no longer comfortable restricting themselves to a single interaction channel. Another good practice is to synchronize customer data across these channels.

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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

The future of the contact center lies in the omnichannel contact center. What is an Omnichannel Contact Center? An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. What Does an Omnichannel Contact Center Solve?

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Call Center Metrics: How To Track & Improve for Better Customer Service

InMoment XI

Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. This is where the omnichannel contact center solution provided by InMoment can assist your agents. Lower AHT reflects efficient service.

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From Cost Center to Revenue-Driver: Rethinking the Call Center Paradigm

InMoment XI

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.