Guest Blog: “Zhuzhing Up” Humans in the Contact Center


In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The calls that do go through to the contact center agent are for more critical interactions — involving complexities, emotions or higher values.

The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog.

Guest Blog: Is Your Contact Center Prepared to Handle Breaking News?


This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. So how can your contact center best prepare for breaking news?

Worried? Is Your Contact Center Failing You?

Beyond Philosophy

Contact centers are often the communications lifeblood of a business. So how do you make sure your contact centre is set up to deliver the ultimate customer experience ? There are two things about communicating with a contact center that can drive clients to frustration.

Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool?


These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year.

Artificial Intelligence in the Contact Center


The post Artificial Intelligence in the Contact Center appeared first on Blueworx. Blog AI Alexa Artificial Intelligence Contact Center IBM Watson IVRWe are all exposed to some form of Artificial Intelligence (AI) on a daily basis.

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.

Guest Blog: The Rise of Chatbots in Customer Experience


These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. Initially, chatbots were little more than a method deployed to take some of the weight off contact centers and their agents.

Time Zones In Contact Centers


Since several years ago, a good part of the call center services of the Hispanic countries (including bilingual services) are located in Central America. This reequires organization and logistics in the call center, to make calls within the appropriate hours for customers.

Transforming the Contact Center Experience With AI

Waterfield Technologies

Contact centers of all sizes are challenged from many different angles today. Contact center agents want support from higher-ups […]. The post Transforming the Contact Center Experience With AI appeared first on Waterfield Technologies.

The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? How does a contact center meet these demands?

RichCall Blog - Summary of Key Contact Center Technologies and Experts

Jon Arnold

This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space. RichCall is a contact center vendor I didn't know previously, and they recently compiled a pretty extensive summary, based on industry research and insights from analysts/consultants/experts in this space. Contact Center Cloud Communications User Experience

Guest Blog: The Customer Experience’s Impact on Customer Churn


While Director of Contact Center Solutions at Voice Data Systems (VDS) is his role, and improving both the customer and agent experience through cloud contact center solutions is his expertise, Nick is also a volunteer co-membership chair at SOCAP Ohio and volunteer chair at CXPA, Columbus.

4 Measurements of CX Success in the Outsourced Contact Center


Let’s take a look at 4 critical measurements to determine the effectiveness (or, conversely, ineffectiveness) of the outsourced contact center: 1) Service Level. The post 4 Measurements of CX Success in the Outsourced Contact Center appeared first on CallMiner.

Do Humans Still Have a Place in Contact Centers?

NICE inContact

Chatbots enable companies large and small to handle customer service inquiries across digital channels without involving human contact center agents. So should we get rid of the poor humans in contact centers? Longer answer: Thanks to chatbots, Intelligent Advisors, and other AI-powered technologies, human contact center agents can focus on complex tasks and meaningful conversations that require the most crucial component — empathy. Chatbots are coming.

5 Tips to Lower Contact Center Attrition

NICE inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

The Smart and Modern Contact Center

Waterfield Technologies

There is no doubt about it – contact centers must streamline their operations to remain competitive in the modern business landscape. The post The Smart and Modern Contact Center appeared first on Waterfield Technologies. Blog AI Contact Center ROI

PCI Compliance in the Contact Center


Administrators of Contact Centers have 2 major bosses when it comes to maintaining a secure credit card environment: the companies that issue the cards and customers who are nervous about […]. The post PCI Compliance in the Contact Center appeared first on Blueworx. Blog Contact Center IVR PCI compliance

Journey to Contact Center Success

NICE inContact

As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems.

5 Benefits of Conversational Artificial Intelligence for the Contact Center


And if customers enjoy the perks of this technology, it is because the contact centers that are using it are driven to be more efficient. Here are five benefits of conversational AI for the contact center.

Quantifying the Value of Contact Center AI


Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. For example, profit increases driven by AI-enhanced marketing based on customer data collected in the contact center.

Is Your Contact Center Training Missing These Things?

Integrity Solutions

The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers.

Your Contact Center in the Cloud


What does moving your Contact Center to the cloud mean to the customer? Calling into a contact center is never a favorite task of anyone. The post Your Contact Center in the Cloud appeared first on Blueworx. Blog Call Routing Cloud Contact CenterAre there benefits? We know […].

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

In light of fast-changing customer demands, is your contact center keeping up? As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service. Is your Contact Center Keeping Up?

Guest Blog: Want to Excel at Customer Service? Transform your Contact Centers into Customer Engagement Centers


This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. Back To CX Accelerator Blog

Enterprise Contact Center Software Buyer’s Guide: Recommendations from Gartner

NICE inContact

It is time to modernize your contact center. But it may have been five years or more since you last evaluated technology options or vendors for call center software. Join the webinar, Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center , for guidance on managing the entire contact center software evaluation cycle, from building a consensus on priorities internally to evaluating your options to negotiating and selecting new partner.

The Problem with Doing Nothing in the Contact Center

NICE inContact

If you speak with any contact center leader, you begin to sense their frustration with how difficult it is to deliver the experience customers demand today when using tools built nearly a decade ago! What a call center was designed to do even two years ago will become obsolete.

8 Ways to Turn Your Contact Center from Cost to Profit

Transparent BPO

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. But what if you could turn your customer service contact center from cost to profit?


What is Desktop Analytics for Contact Centers?

Monet Software

The relationship between contact center agents and contact center technology plays a significant role in how well customer service expectations are met. Desktop analytics offers call center managers a way to capture and analyze user activity at the desktop level.

Timezones En Su Contact Center


Hace ya varios años, buena parte de los servicios de call center del mundo hispano (incluyendo los servicios bilingües) se encuentran en Centroamérica. Esto implica una organización y logística clave dentro del call center, para realizar las llamadas dentro del horario adecuado para los clientes. . Un ejemplo puede ser una empresa de Estados Unidos cuyo call center bilingüe este situado en Colombia.

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center


While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems.

Swedish Rail Unifies Contact Center Operations with Cloud

NICE inContact

In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations. About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations.

Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Today’s agents are clearly the hero of contact center – managing angry customers, solving complex problems and juggling multiple systems. What your agents like the most working in contact centers is helping customers.

Contact Center Agent Burnout – Part 1, Warning Signs

Noble Systems

Call centers are high-pressure, stressful environments. This blog is Part 1 of a two-part series. Top 10 Signs of Contact Center Agent Overload. When contact center agents experience a significant amount of stress, it can become difficult to concentrate.

How Contact Centers Impact Patient Experience


A modernized patient contact center is critical both for differentiating your organization from the competition and for preventing revenue leakage. The post How Contact Centers Impact Patient Experience appeared first on Team HGS Blog.

Guest Blog: Are You Setting the Right Customer Experience Goals?


This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. It’s a crucial part of the contact center and the longer you wait to deploy it the further behind your competition you fall.

Spring cleaning the contact center


In many organizations the contact center is the heartbeat of the company. An entire company’s brand can rest on the experience that happens here; […] The post Spring cleaning the contact center appeared first on What’s next.

Contact Center Agents: The Key to Great Customer Experiences


It’s essential that brands view their contact center agents in the same light, as these employees can only provide great service with a human touch if their emotions are valued and they are motivated to be their best. Here are five ways to empower your contact center agents.