Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Is Omnichannel Language Support in your Contact Center Strategy?

Call Center Coach

In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy. Learn why omnichannel language support is needed in your contact center. The post Is Omnichannel Language Support in your Contact Center Strategy?

A Q&A Interview with PlantCML Product Marketing Manager and NG9-1-1 Expert Michael Rosen

Customer Interactions

brought into the contact center, along with a corresponding PC under the desk and a supporting server in the backroom for each application. Contact centers will be forced to design effective multitasking environments that do not generate “information overload” in the face of increased pace of work and potentially higher stress levels.

The Pros and Cons of Contact Center Outsourcing

NICE inContact

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010.

3 Practical Ways AI in the Contact Center Gets Real

Comm100

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience. First of all, any technology that makes the contact center faster and more productive is a good thing.

What Vision & Execution Means to Us: NICE in the 2010 Gartner Magic Quadrant for Contact Center Workforce Optimization

Customer Interactions

Last month Gartner published its 2010 Magic Quadrant for Contact Center Workforce Optimization report. According to Gartner, the Magic Quadrant constitutes a qualitative analysis of the market and its participants. In the report Gartner evaluates the market’s main vendors according to two criteria: ‘completeness of vision’ and ‘ability to execute.’

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes.

EPIC Connections Adds GOLD Certified Implementation Partner Status to Its Portfolio of Contact Center Service Offerings

EPIC Connections

As a NICE inContact partner since 2010, EPIC Connections has continuously evolved its service offerings to meet the needs of NICE inContact clients. As a global professional services company, EPIC Connections’ mission is to design and deploy the contact center for the future.

Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting

EPIC Connections

The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. In 2010, we marked another milestone with the move to our current office space.

Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

Have you ever wondered what is behind any of the Contact Center operational indicators? AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). As the name indicates, it is the historical average for thousands, perhaps millions of calls handled by the Center over a reasonable period of time.

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

NICE inContact

On its way to becoming an international powerhouse in business processing (BPO) and customer experience outsourcing, Webhelp partnered with NICE inContact back in 2010. Advantages of the Cloud Customer Experience Multi-channel Contact Center

4 Priorities of a Successful Omnichannel Brand

VocalCom

According to PricewaterhouseCoopers, the number of companies that are investing in omnichannel experiences has jumped from 20% to more than 80% since 2010. These days, omnichannel is a golden term in the customer experience industry. But how many brands are actually getting it right?

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers.

Gamification Is No Longer a Buzzword

Verint

The term gamification first gained widespread usage around 2010, but adoption of gamification in business environments was seen mostly as a passing trend—something to satisfy the perceived needs of millennials.

Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold. This outlier effect on the customers’ view of the service is not intuitively obvious to many, both inside or outside the Contact Center industry.

Avaya IX Workforce Engagement – Transforming Employee Productivity and Customer Experience

Avaya

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. To get started or to find more out details, please contact us.

Columbia Sportswear Takes Customer Service to the Cloud

NICE inContact

As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System. Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams.

Measure to manage customer experience

eGain

As the saying goes, “you can’t manage what you don’t measure” — if contact centers aren’t measuring customer satisfaction levels problems won’t be identified and will escalate. Are you measuring customer experience?

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers. So what can you do to make interactions in your contact center effortless for your customers ? In todays’ contact center environment, omnichannel is expected.

Next-Gen Unified Communications & Collaboration is All About Convergence

Avaya

In 2010, the idea was comical. CX and Contact CenterI’m a big fan of “The Office,” both U.K. and U.S. In season 7 of the U.S. series, temp-turned-boss-turned-con Ryan (portrayed by the ever-talented B.J. Novak) announces a new social networking site he has launched called “WUPHF.”

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. but they also … Call Center Contact Center Customer Experience Customer Service Multi-channel Support Social Media Brad Cleveland customer experience KLM VentureBeat

Get out of the Queue: Drive Your CX with Attribute Matching

Avaya

So much so that nearly 90% of companies now compete solely on CX —a drastic increase from 36 % in 2010—and 50 % of consumer product investments are expected to be redirected to CX innovations—like attribute matching—by the end of this year. Contact us.

Looking at phone fraud and caller authentication in 2019

TRUSTID

When it comes to fighting phone fraud, contact center professionals are always looking ahead. With more personal identifiable information being sold over the dark web, moving forward social engineering will be the leading threats facing call centers. .

Putting the Back Office Front and Center

Customer Interactions

As you know, NICE has been a leading provider of solutions for the contact center space for many years. Contact centers around the world use a variety of NICE solutions (call recording, quality monitoring, workforce management, interaction analytics etc.) to optimize call handling, drive greater performance and increase customer satisfaction.

NICE Acquires eglue to Turn Insights into Immediate Business Impact

Customer Interactions

On June 9, 2010, we proudly announced our acquisition of eglue, a leading provider of real-time decisioning and agent guidance solutions. Together with eglue, NICE will enable contact centers to turn insights from cross-channel interaction analytics into impact in real-time, thereby closing the loop on key business improvement processes such as optimization of handle time, first contact resolution and sales effectiveness, to name a few.

5 Fascinating CX Predictions to Inform Your 2019 CX Strategy

Fonolo

2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time!

9 Acronyms to Make You Sound Like a Language Industry Expert

Certified Languages International

Also know colloquially as “Obamacare,” the Patient Protection and Affordable Care Act (ACA) is a law passed in 2010 that reformed the healthcare system to make health insurance more available and affordable for more people. Contact us !

Outsource Consultants Makes 2019 Inc. 5000 List

Outsource Consultants

Call center advisory firm Outsource Consultants, LLC is making its first appearance on the list, debuting at #1281 with an impressive 321% 3-year growth rate. based call centers. CONTACT: Sarah Klosterbuer, sklosterbuer@outsource-consultants.com. .

Omnichannel Expertise: EPIC Connections and SmartAction Presented with Collaboration Award from NICE inContact

EPIC Connections

EPIC Connections, a global customer engagement and contact center consulting company, announced today that it received the Collaboration Award from NICE inContact, a leading provider of both cloud and on-premise enterprise software solutions.

Move Over Millennials, Generation Z is Here

Noble Systems

Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate.

The Significance of Customer Effort Scores

Spearline

A popular methodology employed by customer success teams everywhere, CES surveys for global attention in 2010, with the publication of an HBR article entitled "Stop Trying to Delight Your Customers."

The ROI of improved customer experience

Eptica

The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. Greater efficiency Minimizing unnecessary customer contact to queries has two impacts. Of course, customers will still get in contact and expect a fast, consistent answer to their query.

Customer-Centric Cultures are Made of This

Beyond Morale

I spend a lot of my life working with customer experience and contact center leaders. Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). Courtesy of www.AnnieLennox.com.