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

ShepHyken

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.

Should your contact center be best practice?

Taylor Reach Group

The desire for us to want our organization or contact center to be “the best” can be a heady goal and many blindly start down the road to get their organization to be a “best practices” organization. Is the “experience” relevant to your contact center and your organization?

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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.

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

ShepHyken

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?

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

ShepHyken

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.

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: The Rise of Chatbots in Customer Experience

ShepHyken

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.

Guest Blog: Culture Starts at the Top

ShepHyken

Dave used to fly to Orlando, where JetBlue’s training center is, to meet every new employee as part of an Orientation process for new hires of all ranks. The post Guest Blog: Culture Starts at the Top appeared first on Shep Hyken.

Artificial Intelligence in the Contact Center

Blueworx

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.

Optimizing Your Contact Center Performance

Waterfield Technologies

A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution. The post Optimizing Your Contact Center Performance appeared first on Waterfield Technologies. Blog AI Contact Center Optimize

Guest Blog: Three Surprising Ways You Can Improve the Customer Experience with Cloud IVR

ShepHyken

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. So how can your contact center IVR get there?

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

ShepHyken

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.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means.

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.

Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. Luckily, call center analytics software can help alleviate much of these compliance headaches. With contact center analytics , help is on the way.

Contact Center Pipeline Magazine: Inside Our November 2018 Issue

Contact Center Pipeline

You can search our article archive and blog for seasonal tips. Inside The Issue call center contact centerNovember! It’s that time of year!

4 Measurements of CX Success in the Outsourced Contact Center

Callminer

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.

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

ShepHyken

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.

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.

Finding the Right Self-service Mix in Your Contact Center

NICE inContact

For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost as little as 25 cents. The post Finding the Right Self-service Mix in Your Contact Center appeared first on NICE inContact Blog.

How to Optimize Omnichannel Performance in the Contact Center

Monet Software

To blend or not to blend—that is the question for today’s call centers. Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems. Call center managers can then “slice and dice” the information in myriad ways.

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.

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

ShepHyken

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.

The Artificial Intelligence Journey in Contact Centers

Cisco - Contact Center

” AI in the Contact Center. The interesting piece, which leading players such as Cisco ( Cognitive Collaboration Solutions ) will be able to turn into an advantage for their Contact Center architecture , is related to the way Google Duplex works.

Consider Digital Transformation in Your Contact Center

Waterfield Technologies

As a business is envisioning the move of their contact center to the cloud, it makes sense to look beyond the cloud migration itself and consider how supplementary digital applications […]. Blog Cloud Migration Contact Center Digital Transformation

Contact Center Self Service and the Customer Experience

Waterfield Technologies

Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business. The post Contact Center Self Service and the Customer Experience appeared first on Waterfield Technologies. Blog AI Contact Center Customer ExperiemceAI fueled self-service options help to improve internal productivity, […].

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.

3 key benefits of FULL Contact Center Analytics

NICE inContact

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center.

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. In just one hour, you’ll gain an in-depth understanding of contact center benchmarks and “the continuous improvement cycle”—a six-step methodology that gets real results so your company can: Compare to competition Pinpoint performance gaps Identify improvement initiatives Enhance enterprise value.

The Long View on Contact Centers – 2020 and Beyond

Plantronics

The death of the Contact Center has been greatly exaggerated. If you work in the contact center segment, you’ve doubtless read more than a few 2020 predictions for the industry. We’re taking [ ] The post The Long View on Contact Centers – 2020 and Beyond appeared first on Poly Blog. Contact Center contact center Contact Centers contact centre

Key Contact Center Trends to Watch for in 2020

Upstream Works

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. The challenges will be most acute with contact center platforms that have limited ability to adapt, evolve, and scale.

How Contact Centers Impact Patient Experience

HGS

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.

Time Zones In Contact Centers

Integra

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.

Deliver Cohesive Business Results in your Contact Center

Waterfield Technologies

A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. The post Deliver Cohesive Business Results in your Contact Center appeared first on Waterfield Technologies.

AI in Contact Centers – IT Gets the Driver Seat

NICE inContact

Contact centers are no exceptions. Contact center execs are keen on leveraging AI for the right use cases and the one team they rely heavily is IT. As IT leaders, here are some key aspects to think through as you roll out an AI project in your contact center.

 Is Virtual the Next Reality for Contact Centers?

Aspect

The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. The leading contact centers today already leverage chatbots, SMS and intuitive IVR systems, simply making these tools the new status quo.

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.

Analyzing Highly ‘Intelligent,’ Multipurpose Contact Centers Today

NobelBiz

The Highly 'Intelligent' Contact Center Contact centers today serve more and more purposes for the larger organization. Sure, analyst reports can help deliver a [ ] The post Analyzing Highly ‘Intelligent,’ Multipurpose Contact Centers Today appeared first on NobelBiz™. Blog blog contact center contact center analysis contact center insight contact center trend contact center trends Nobel Biz NobelBiz