NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

Call Experts

FEBRUARY 26, 2020

Please contact our team for more information ( scottw@callexperts.com ), and to understand how we can support your needs. . . Understanding Contact Center Billing. Key 2020 Trends: Cloud Contact Centers. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018.

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

NICE inContact

MARCH 5, 2019

In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. We’ll be looking at which channels are rising in popularity (digital) and which are on the decline (voice).

Chatbots 67

Chatbots Benchmark Self service Customer Experience 67

Spearline

JANUARY 20, 2019

Inbound voice continues to be the primary customer contact channel and has actually seen an increase since 2014. in 2018, channels that might have been assumed to be ‘on the up’ have actually seen slight decreases in the last year. Cloud migrations are on the agenda. Email usage has dropped from 18.8%

Cloud contact 40

Cloud contact Call flow Benchmark Surveys 40

Fonolo

NOVEMBER 17, 2020

Snow of Ventana writes , “90 percent or more of most contact center’s operating budget is allocated to keep existing processes and systems running,” rather than improving agent support bolstering contact center resources. Contact Center Trends 2018. Here are trends for 2018 that are sure to shake up the industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NICE inContact

JANUARY 31, 2019

Businesses today can take advantage of all of the different applications and services available via the cloud to ease the burden of managing the intricacies of each vendors software and allowing them to focus on what they need to do as a business. . Cloud Contact Center – Cloud computing… applied to the contact center.

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

NICE inContact

JANUARY 11, 2019

It often seems that AI is becoming the answer for EVERYTHING but contact center leaders can struggle to understand how it can help specific employees with specific roles. Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights.

Quality management 18

Quality management Management Average Handle Time Chatbots 18