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

NICE inContact

But the Houston-based company was losing sleep over its two contact centers. But Mattress Firm could rest easy once it switched to NICE inContact CXone, the cloud-based, customer experience platform that supports workforce management, quality management and skills-based routing. With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable.

Essentials of Cloud Contact Centers

Noble Systems

In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Ultimately, your unique business needs will determine what is included in your cloud contact center system. Speech analytics is another essential for cloud contact centers.

7 Essential Tips for Reducing Average Handling Time

VocalCom

Time plays a key role in customer service. For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible. Keeping agents well-informed is essential to reducing average handling time. Whenever agents need time to find or process information, customers should be kept informed.

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. Real-time adherence.

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. When TechStyle opted for a unified cloud platform, the walls between the teams were broken.

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

Forecasting is a critical component of a call center’s workforce management program. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated.

How to Cash in on Contact Center Failures

NICE inContact

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. These savings can then be applied to contact center improvements.

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

Forecasting is a critical component of a call center’s workforce management program. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated.

4 Contact Center Reports Worth Your Time

Fonolo

Now that Game of Thrones has ended, you’re probably thinking, “What should I do with all of the extra time I have now?” Allow me to suggest something: It’s a great time to catch up on industry reading. Below are four reports that we think are really worth your time.

7 Contact Center Glossary Terms You Need to Know

NICE inContact

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: . Cloud computing relies on sharing of resources to achieve coherence and economies of scale. Cloud Contact CenterCloud computing… applied to the contact center.

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

NICE inContact

This is the first of four ways that virtual agents are automating the contact center. Navigating poorly designed DTMF touch-tone systems and single word command menus can cause issues with proper routing and ultimately result in internal transfers, which is a large expense for contact centers. You say, “Problem with my bill,” but since the system can only handle single-word commands, you’re forced to repeat it or try saying it another way, which also doesn’t work.

Workforce Management Tips for Call Centers During the Holiday Season

Fonolo

With Black Friday and Cyber Monday nearly upon us, the vast majority of retail call centers have welcomed new agents in the last few months. This mindset can help your contact center identify any misalignments between your forecasts and actual contact and call volumes.

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.

Winning in the Experience Economy – Working up the CX Maturity Curve

NICE inContact

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. Voice of the customer, analytics and AI-driven technologies are important add-on pieces in addition to core contact center and CRM systems. The most mature ones are open cloud platforms that provide unlimited options to build personalized and customized experiences for every single customer.

“Are We Efficient?” Five Metrics for Tracking Efficiency KPIs

NICE inContact

If you are a call center manager, you likely ask these questions on a regular basis. Below is a list of call center metrics you should look at to improve not only your efficiency, but also your quality and outcomes. Average Handling Time. “How efficient are we?

5 Technologies That Reduce Customer Effort

VocalCom

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. Menu options should include all the possible reasons a customer might make contact.

5 Ways to Boost Your Net Promoter Score

VocalCom

Of all the metrics measured in the contact center, the Net Promoter Score (NPS) is the most telling for long-term customer loyalty. When they are transferred too often between agents or departments due to failed internal communications, everyone’s time is wasted. While having a central database will undoubtedly reduce average handling time, remember that first contact resolution is more important for earning customer loyalty.

5 Ways Big Data Can Improve the Customer Experience

VocalCom

In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Identify the metrics that need improvement in the contact center. For example, longer average handling time (AHT) or low rates of first contact resolution (FCR) might indicate communication or organization issues that need to be resolved.

CX Thought Leaders July 2019

Cyara

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. Nearly half of the world’s contact centers have deployed cloud-based solutions and an additional third are in the process, according to IDC. I recently asked CX experts for their view on cloud migrations.

5 Essential Tips for Measuring Customer Satisfaction

VocalCom

Remember that your contact center agents have plenty of insights into your customers’ feelings. Well-timed customer feedback surveys are essential to understanding customer emotions. Measure contact center metrics. Various contact center metrics can help your brand improve service practices. How can your brand measure customer satisfaction? With the numerous channels for customer engagement these days, it may seem a daunting task.

6 Tips for Satisfying Customers on the Voice Channel

VocalCom

A Google study found that 59% of respondents prefer to call a business rather than make contact online with the hope of getting a quick answer. These agents should be able to handle pauses comfortably, reassure upset customers, and demonstrate a proactive attitude. Make sure agents exchange contact information. For this reason, agents should always exchange contact information right at the beginning. Customers don’t want their time wasted.

7 Tips for Training Call Center Agents Effectively

VocalCom

Call center agents are at the core of every brand’s customer experience. Here are seven tips for training call center agents effectively. Customer feedback helps your brand decide which improvements need to be made and how agents may be trained to handle situations. Supervisors should use examples of actual customer service interactions in the call center to demonstrate the strengths and weaknesses of each interaction. Train agents to use contact center technologies.

5 Tips for Improving Customer Retention

VocalCom

Customer retention therefore demands that companies understand the importance of making customers feel valued, whether it be by respecting their time, saving them money, or simply thanking them for their business. While details may vary from one channel to another—for example, a Facebook page may post an average response time while the voice channel may offer callbacks—the overall quality of the customer experience should be rich and consistent at all times.