NICE inContact

OCTOBER 15, 2019

One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. Your contact center softwareacts as your single source for customer interaction data across all your channels.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

CX Accelerator

JULY 22, 2019

Contact center platforms can import and display the data in an executive dashboard to provide a holistic view of top-level, touch-point KPIs in a single, clean interface. If companies experience integration issues or are not using contact center software, data can be manually consolidated in a spreadsheet.

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

NICE inContact

JULY 17, 2019

If building a remote agent team is on the horizon for your company — or you want to strengthen your team of mobile agents through contact center software — you won’t want to miss the smart strategies and actionable tactics in this webinar. Moving your virtual company contact center operations to the cloud has never been easier.

Contact Center 136

Contact Center Contact Center Software Call Center Culture 136

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

Talkdesk

AUGUST 30, 2017

While most of the world evolved to adjust to the internet’s speed of information, contact centers have managed to stay mostly unchanged. Considering that customers have changed and companies have changed, it doesn’t make sense that the contact center software hasn’t changed to bring the two closer together.

Contact Center Software 40

Contact Center Software Contact Center Software Self Service 40

CX Accelerator

JULY 22, 2019

Contact center platforms can import and display the data in an executive dashboard to provide a holistic view of top-level, touch-point KPIs in a single, clean interface. If companies experience integration issues or are not using contact center software, data can be manually consolidated in a spreadsheet.

Contact Center 174

Contact Center Analytics Net Promoter Score Effort Score 174

NICE inContact

AUGUST 11, 2016

Move your business forward with inContact’s cloud contact center software. The post Mitchell Improves Customer Satisfaction with inContact Agent for Salesforce® appeared first on inContact Blog. Our customer service solutions reduce costs, increase revenue & help strengthen your brand.

Customer Satisfaction 128

Customer Satisfaction Contact Center Software CRM Contact Center 128

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

NICE inContact

OCTOBER 28, 2016

In fact, we are the only cloud contact center software provider to be recognized as a leader by the 5 leading analyst firms: Gartner, IDC, Ovum, Frost & Sullivan, and DMG. The post inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant appeared first on inContact Blog.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

NICE inContact

NOVEMBER 9, 2018

Workforce management (WFM) software can help. WFM software is no longer for big contact centers. Look for a solution that is tightly integrated into your contact center software. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

NICE inContact

AUGUST 2, 2016

Guest blog post from our friends at Momentum Telecom. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly. Register today!

Contact Center 121

Contact Center Contact Center Software Conference Exceptional Customer Service 121

NICE inContact

JULY 2, 2019

The role of the call center agent is changing. Contact center software gives them the ability to work more efficiently across channels, so it’s important that management knows this and becomes ready to use agents as efficiently as possible. So, it’s important that your digital customer service solution is easy to scale.

Customer Service 152

Customer Service Contact Center Omni-Channel Call Center 152

NICE inContact

SEPTEMBER 26, 2019

It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations. Which contact center software applications are the best suited for AI? The post Seamless CX Meets Strategic AI appeared first on NICE inContact Blog.

Meeting 137

Meeting Self Service Contact Center Chatbots 137

Natalie Petouhof

OCTOBER 19, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. phone, tablet, email, chat, text, website, Facebook, other social networks).

Contact Center Software 40

Contact Center Software Contact Center Software Self Service 40

NICE inContact

DECEMBER 12, 2018

The technical and agent implications are significant, placing a premium on contact center software that not only delivers robust omnichannel routing but also integrates workforce optimization and workforce management capabilities for agents operating in an omnichannel world.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

NICE inContact

OCTOBER 25, 2019

The Florida-based company knew it needed to a make change and decided to move to the modern, unified CXone cloud contact center CX platform. Bridgevine chose NICE inContact because of its strong ecosystem and solid network of partnerships as well as its CXone technology and contact center software features and functionality.

Contact Center 121

Contact Center Net Promoter Score Contact Center Software Customer Satisfaction 121

NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs.

Contact Center 120

Contact Center Hotels Guest Experience Groups 120

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are you tracking these 3 customer service metrics in your contact center?

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are you tracking these 3 customer service metrics in your contact center?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Calabrio

MARCH 4, 2025

Further in this blog, we will explore how GenAI paired with conversation intelligence is an incredible combination that’s shaping a new type of insights. Marketing Teams As we discussed earlier in this blog, marketing teams can leverage generative insights to understand customer preferences and create more targeted campaigns.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

NICE inContact

MAY 10, 2016

Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. While every business has differences, there are some key benefits of speech analytics that can be useful for your contact center no matter what it’s function.

Contact Center 120

Contact Center Analytics Contact Center Software Resources 120

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Net Promoter Score, Net Promoter, and NPS are trademarks of NICE Systems, Inc.,

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NICE inContact

JUNE 25, 2019

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. We’d love to show you what our powerful digital customer service software can do for you. That’s a good thing.

Customer Expectations 136

Customer Expectations Customer Service Social Media Contact Center Software 136

ShepHyken

JANUARY 3, 2020

Managing staff is far too big a topic for a single blog post. The Shep Hyken blog has some great resources on hiring the right staff and training them to become better problem solvers. Currently, Tom works for contactSPACE – a provider of cloud-based contact center software based in Sydney, Australia.

Gamification 59

Gamification How To Contact Center Software Contact Center 59

NICE inContact

NOVEMBER 6, 2018

In particular when you are in the market for a new solution, but really at any time you invest into your contact center – make sure you are choosing the right solution. The post Five Tips for Improving Contact Center Management appeared first on NICE inContact Blog.

Contact Center 122

Contact Center Tips Management Contact Center Software 122

Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. We think about spring cleaning our homes, offices, cars and anywhere else we have spent a lot of time during the long and often gloomy winter days.

Contact Center 140

Contact Center Contact Center Software First Call Resolution Call Center 140

NICE inContact

JUNE 30, 2016

With this in mind, it’s easy to see the value of modern contact center software all-in-one packages. The post Speech Analytics: Changing the Game for Contact Center Technology appeared first on inContact Blog. They might even uncover additional ROI opportunities that you hadn’t considered.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

NICE inContact

NOVEMBER 26, 2018

Depending on contracts with your BPO, these may managed inside the ‘black box’, however, keeping a pulse on overall contact volume, mix and efficiency is still helpful for longer term planning. The right technology to support your contact center can be a key differentiator in selecting a BPO that you’ll use in a hybrid operating model.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

NICE inContact

JULY 10, 2018

Cloud analytics as part of cloud contact center software allows managers to search for specific key words, terms or phrases, then create a report showing the trends in the contact center. Read this article in entirety at Contact-Centres.com.

Contact Center 24

Contact Center Technology Contact Center Software First Call Resolution 24

Avaya

JUNE 24, 2019

Some key innovations within this partnership include: Virtual Agents: Virtual assistant technology is a key driver of the global contact center software market’s projected CAGR of 22% between 2019 and 2024. The post Application Ecosystems and the Future of the Contact Center appeared first on Avaya Connected Blog.

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

UJET

MARCH 24, 2020

Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consumers. The post UJET Tips for Work From Home Remote Agents appeared first on UJET Blog.

Tips 86

Tips Contact Center Software Guidelines Contact Center 86

NobelBiz

FEBRUARY 27, 2024

The key to successfully implementing call center optimization practices lies in continuous improvement, staying adaptable, and always focusing on creating the best possible experience for both agents and customers. The post Call Center optimization: Tools and best practices to increase performance appeared first on NobelBiz.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

FEBRUARY 22, 2022

Discover 12 Reasons why an upgrade is a must for you Contact Center software and key to your future. The post Contact Center Solutions: 12 Reasons Why An Upgrade Is A Must & Why It’s Essential For Your Success! appeared first on NobelBiz®.

Contact Center 52

Contact Center Contact Center Software Software Tools 52

Upstream Works

MARCH 21, 2019

Central to this is an effective contact center software integration strategy that provides visibility to all customer journey information within the omnichannel agent desktop. Consistency and Knowledge. In order for customers to put their trust in a brand, they need to feel confident that their needs will be met.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

Upstream Works

DECEMBER 11, 2018

Contact center software integration also needs to be taken into account, where data needs to feed into integrated systems, particularly in the case of contact centers where agents can be using 30 or more applications and databases to service customers.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96