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

NICE inContact

The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 But the Houston-based company was losing sleep over its two contact centers. It faced a range of issues that made it nearly impossible to provide the exceptional experience Mattress Firm customers were expecting when they needed product information or answers to questions.

7 Essential Tips for Reducing Average Handling Time

VocalCom

Time plays a key role in customer service. Customers seek meaningful yet quick responses, while companies need to deliver quality experiences while avoiding long and costly service interactions. 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.

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. Historical and real-time reporting.

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. Unify to Deliver Immersive Customer Experiences.

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.

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

NICE inContact

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. The post Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting appeared first on NICE inContact Blog.

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

NICE inContact

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. The post Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting appeared first on NICE inContact Blog.

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. Today 70% of intraday issues are handled manually by the WFM team, managers or supervisors, but most leading workforce management software can automate intraday reforecasting for individual intervals, as well as automate much of the schedule change workflow. Real-time adherence.

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. The CX processes tend to be more customer focused rather than internal focused embracing key methodologies like Lean/Six Sigma, value stream mapping and others. Employee experience and voice of the employee get as much priority as customer experience and voice of the customer when the synergies are well understood.

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. When you transform contact center inefficiencies into proficiencies you are transforming money “wasted” into money saved.

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

NICE inContact

Quality scores indicate the level of performance your agents display in their interactions with a customer. Each of us is a customer, and when we have a problem with a product, we want to see it resolved as quickly as possible. Average Handling Time.

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

NICE inContact

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. This is the first of four ways that virtual agents are automating the contact center.

5 Technologies That Reduce Customer Effort

VocalCom

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. 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.

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. While surveys and customer satisfaction scores reveal your clientele’s feelings about products and specific service interactions, the NPS offers a comprehensive view of their sentiments regarding their overall experiences with your brand. To boost your NPS and turn your customers into loyal brand advocates, consider these five tips.

7 Tips for Training Call Center Agents Effectively

VocalCom

Call center agents are at the core of every brand’s customer experience. As they are given the important tasks of communicating with customers and finding solutions while using numerous technologies, it’s essential that they receive the proper training to deliver the best service possible. Use customer feedback as training material. Customer feedback helps your brand decide which improvements need to be made and how agents may be trained to handle situations.

6 Tips for Satisfying Customers on the Voice Channel

VocalCom

In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. If a self-service channel fails to work, for example, the customer is likely to pick up the phone for further support. 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. Make sure agents exchange contact information.

5 Essential Tips for Measuring Customer Satisfaction

VocalCom

How can your brand measure customer satisfaction? With the numerous channels for customer engagement these days, it may seem a daunting task. Your brand may already rely on standard metrics such as customer satisfaction scores, however, a comprehensive look at your omnichannel practices and customers’ behavior can provide much deeper insights into their feelings. Here are five essential tips for measuring customer satisfaction globally.

5 Tips for Improving Customer Retention

VocalCom

Emotions play a significant role in customer experience, as many statistics clearly show. According to research by the Peppers & Rogers Group, 60% of customers stop engaging with a company when salespeople treat them indifferently, while 70% of customers leave a brand due to poor service. While retention involves rectifying negative customer experiences, it’s equally important to keep customers happy in a proactive manner.

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 Center – Cloud computing… applied to the contact center.

CX Thought Leaders July 2019

Cyara

The contact center has become the inflection point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. 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.

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.