Multichannel vs. Omnichannel: 5 Questions to Assess Your Contact Center

LiveVox

One of the most asked questions contact center leaders today face, is simply, “What is Omnichannel?” In this blog, we’ll shed light on what it means to be an omnichannel contact center and how to assess where you are on the journey.

Breaking down silos in the multichannel contact center

Calabrio

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Contact center reporting technology of the future.

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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.

Breaking down silos in the multichannel contact center

Calabrio

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. As brands follow their customers’ lead and embrace new channels, the contact center data landscape is only getting more complex. Traditionally contact centers have been dealing with two main data challenges.

How to Empower Contact Center Agents

VocalCom

The contact center is, without question, an intense environment. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Here are five tips for empowering contact center agents to offer the best customer service possible. When customers are routed to agents through an IVR menu, these agents need to be able to manage inbound contacts efficiently.

Contact Center Agents: The Key to Great Customer Experiences

VocalCom

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.

Different types of contact centers- Which group are you in?

InGenius

As technologies have evolved and customer expectations have increased, the contact center has become a much different place than it was 20 years ago. As a result, it makes sense that contact centers would change their approach to how they service their customers.

PMCTreize Generali sets up remote working model in 48h for its contact center agents thanks to the flexibility of Vocalcom Cloud solutions

VocalCom

This is the case in the insurance industry, in which contact centers are important facilities established for handling customer service and optimizing the customer experience.

5 Qualities of an Exceptional Contact Center

VocalCom

A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. Here are five qualities of an exceptional contact center that lead to outstanding customer service. A great contact center needs efficient internal communications. Contact centers collect plenty of data.

ENGIE Solutions Industries, French expert in refrigeration, migrates its contact center to a remote working model in 24 hours to guarantee the continuity of its essential activities

VocalCom

Their customer service center operates 24 hours a day, 7 days a week to organize their technician interventions on thousands of sites in France in order to maintain the efficiency of the cold chain and guarantee the supply of fresh products.

Brazilian Water and Sanitation Service Company SABESP Migrates Agents to a Work-from-Home Model with Vocalcom Omnichannel Contact Center Solution

VocalCom

While face-to-face agencies are closing, contact centers are vulnerable at this time, and companies must find swift solutions for ensuring business continuity without jeopardizing their staff. Moving SABESP agents to a work-from-home model while increasing contact center capacity.

The Top Five “Must Have” Contact Center Phone System Features

NICE inContact

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running.

9 Ways Millennials Have Transformed Contact Center Customer Experience

NICE inContact

Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations. Decades ago, customers only had a couple options for contacting a company: phone or mail.

How to Deliver a Better Contact Center CX

West

During CRMXchange’s recent webcast, Does Your Contact Center Make or Break the Customer Experience? , With the contact center at the heart of this journey, Gordon tackled a number of topics relating to contact center success. Multichannel capabilities.

Contact Centers aren’t Ready for Omnichannel

Calabrio

The potential of “omnichannel” when it comes to contact centers is undeniable. Once the Internet came about, that human connection fragmented, and companies found adding a single online communication channel to their legacy call center operations to be a challenge.

5 Ways to Empower Contact Center Agents in a Digital Environment

LiveVox

In an era of rapid digital innovation such as chatbots/AI, the role of a contact center agent has become more important than ever. In this blog, we’ll explore the impact of new channels on contact center agents and five features that can help them adapt.

4 Contact Center Challenges and How to Solve Them

Aria Solutions

In previous years, the contact center was seen as an operational necessity, an important but non-strategic wing of an organization. Contact centers, and the technologies enabling them, now feature prominently in strategic decision making. Lack of Contact Center Visibility.

Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

Avaya

However, companies will find themselves in a stalemate if they limit the customer experience to the contact center. That’s right, the customer experience is NOT about the contact center. the contact center), but the entire organization as one living, breathing entity.

3 Reasons Contact Center Analytics Fails

Calabrio

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.

inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant

NICE inContact

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. to support varying levels of deployment complexity, including multichannel deployments and.

Is Your Contact Center Enabled by AI-Based Solutions?

Aspect

This is what your contact center should be aiming for. How Contact Centre Solutions can help. It brings all contact options together, in one place, on one platform, so informed and empowered agents can keep talking, typing and conversing. appeared first on Aspect Blogs.

 “It’s Complicated” (But Aspect has an answer to multichannel forecasting)

Aspect

The model became known as Erlang C and eventually became the mathematical foundation for both automated and manual forecasting models used to estimate labor requirements in call centers. So how does this to work in a multichannel world? Agent Experience Contact Center Industries

Using Personality Mapping to Generate an ROI Unheard of for Contact Center Solutions

VocalCom

In the context of customer experience, this means giving customers the understanding and support they need when contacting a business. Predictive behavioral routing brings numerous benefits to the contact center and your business. This can further lead to the optimization of other contact center KPIs, such as improved first contact resolution and reduced average handling times.

West’s Contact Center Infrastructure Recognized as One of Industry’s Best by CRM

West

West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. The Blog West’s Contact Center Infrastructure Recognized as One of Industry’s Best by CRM appeared first on West Corporation.

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How to Tell if an Outsourced Contact Center Is Right for Your Business

TLC Associates

Should my business outsource its contact center? While there can be clear benefits to outsourcing your customer service or contact center, such as lower labor costs, there are tradeoffs that also need to be considered. Working with a contact center often requires a careful eye on forecasting and planning. Similarly, when it comes to selecting a contact center to work with it’s important to choose a partner that you trust to deliver on your brand promise.

Contact Center Technologies 2017: find out what 23 experts say

RichCall

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports.

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

NICE inContact

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world.

3 Reasons Contact Center Analytics Fails

Calabrio

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. You and your executives may not be on the same page regarding the definition, purpose and outputs of analytics in your contact center. The topic of multichannel also can confuse people.

Driving Contact Center Change: Chatbots, OmniChannel, Cloud

Altivon

Chatbots, Omnichannel and Cloud are three top trends for contact centers. In the meantime, chatbots and blended AI are making their way into contact centers, providing additional self-service options and freeing agents for more complex interactions.

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Why Nuance introduced a cloud-native biometrics platform

Nuance

Visit Nuance's What's next blog to see the full content. Fraud is unrelenting. According to the ACFE’s 2018 Report to the Nations, it’s now a $4 trillion global problem.

The “We’ve Always Done it this Way” Mindset is Dangerous for Contact Centers

Outsource Consultants

The “We’ve Always Done it this Way” Mindset is Dangerous for Contact Centers. Contact centers are not excluded from this reality. This blog post is based on an article from CustomerThink. Need a call center to drive an omnichannel customer experience?

Beyond Containment

Nuance

One of the key strategies by which contact centers can continuously optimize their performance is in measuring […] The post Beyond Containment appeared first on What’s next. Visit Nuance's What's next blog to see the full content.

Why Nuance introduced a cloud-native biometrics platform

Nuance

Visit Nuance's What's next blog to see the full content. Fraud is unrelenting. According to the ACFE’s 2018 Report to the Nations, it’s now a $4 trillion global problem.

Call Scripts: 6 Golden Rules to Satisfy Your Customers

VocalCom

To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. The post Call Scripts: 6 Golden Rules to Satisfy Your Customers appeared first on Vocalcom Blog.

6 Qualities Every Customer Service Agent Should Have

VocalCom

An agent who listens attentively and solves the customer’s problem upon first contact can win that person’s loyalty. Or, perhaps, a technical error in the contact center might slow down the conversation. For example, moving the customer to another channel may be necessary, or the agent may wish to follow up with him post-contact to ensure that everything was resolved to the customer’s satisfaction.

5 Ways to Build a Stellar Digital Reputation

VocalCom

To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. The post 5 Ways to Build a Stellar Digital Reputation appeared first on Vocalcom Blog.

Using Big Data to Create Exceptional Customer Experiences

VocalCom

Contact center metrics. Key performance indicators (KPIs) reveal the efficiency of your contact center practices. In addition, do not forget to analyze other forms of customer feedback—you may see comments on blogs or review websites, for example.