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

NICE inContact

It is time to modernize your contact center. Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). But it may have been five years or more since you last evaluated technology options or vendors for call center software. Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now.

Contact Center and CRM: A Galactic Merging

Fonolo

Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. Cloud is the Driving Force.

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5 Ways Big Data Can Improve the Customer Experience

VocalCom

Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. 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. Here are five ways big data can be used to improve the customer experience.

6 Ways Predictive Dialers Drive Brand Success

VocalCom

In the contact center, time is everything. Every second wasted results in fewer sales and missed opportunities for delivering great customer service. Here are six ways predictive dialers can drive successful sales and customer service experiences. With lead management software integration , predictive dialers may organize data all in one place. Contact center costs are greatly reduced when a predictive dialer is used.

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. Listening to their customer experiences and allowing them some autonomy when delivering service can empower them to do their best work. Here are five tips for empowering contact center agents to offer the best customer service possible.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. Because software and hardware either wears out or becomes functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more?

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. Customers seek seamless experiences. Analyze Voice of the Customer data.

5 Customer Expectations Your Brand Needs to Meet

VocalCom

What do customers really want? While many companies are embracing tools such as artificial intelligence to drive better experiences, customers still seek a human touch and the assurance that any technology used is truly for their benefit. Here are five expectations your brand needs to meet to satisfy all customers. Technology that simplifies the customer experience. Customers are not afraid of using technology to find answers or complete tasks.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. Because software and hardware either wears out or becomes functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. Why go “cloud” or stay with an on-premises system?

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 Tips for Driving Sales Agent Success

VocalCom

An extroverted sales agent, for example, might still need to work on developing a call greeting that is not too aggressive, whereas a more introverted agent may have the calm presence needed to make customers comfortable and need to work on conveying enthusiasm instead. Greetings should be polite and professional in a way that keeps the customer interested. Agent efficiency can be maximized with the use of advanced call center technologies.

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5 Tips for Driving Sales Agent Success

VocalCom

An extroverted sales agent, for example, might still need to work on developing a call greeting that is not too aggressive, whereas a more introverted agent may have the calm presence needed to make customers comfortable and need to work on conveying enthusiasm instead. Greetings should be polite and professional in a way that keeps the customer interested. Agent efficiency can be maximized with the use of advanced call center technologies.

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6 Golden Rules for Effective Telemarketing

VocalCom

Telemarketing can be a difficult practice, as agents may fear rejection while potential customers are weary of annoying callers. When agents are well-prepared, honest, and conversational in their approach, even skeptical leads can turn into loyal customers. When agents sound genuinely interested, potential customers will listen with interest as well.

6 Golden Rules for Effective Telemarketing

VocalCom

Telemarketing can be a difficult practice, as agents may fear rejection while potential customers are weary of annoying callers. When agents are well-prepared, honest, and conversational in their approach, even skeptical leads can turn into loyal customers. When agents sound genuinely interested, potential customers will listen with interest as well.

6 Benefits of a Strong Customer Service Culture

VocalCom

Great customer service begins with a customer-centric mindset. Brands that deliver exceptional service know that their customers are looking for great experiences that lead to long-term relationships. Here are six benefits of a strong customer service culture that every brand should consider. Brands that develop a strong customer service culture enable better communication within the company. Richer customer experiences.

Mitchell Improves Customer Satisfaction with inContact Agent for Salesforce®

NICE inContact

The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently. They have created personalized routing based on CRM data, resulting in a 10% increase in their Customer Satisfaction Score.

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. Give customers a chance to explain.

7 Mistakes to Avoid With Call Scripts

VocalCom

With our modern need for quick and efficient customer service, call scripts are essential tools for contact center agents. They can enrich customer service interactions and help them progress faster by offering agents detailed answers and communication tips to better satisfy customers. Here are seven mistakes to avoid with call scripts in order to provide excellent customer service. Making customers repeat information.

5 Essential Tips for Telemarketing Success

VocalCom

However, when agents are equipped with the best technology and a skillful approach, prospective buyers become interested and may turn into loyal customers. Robust telemarketing software can enhance the quality of each interaction by allowing companies to record and manage prospect data in a single dashboard location, as it combines the functionality of a CRM and the power of contact center technology. Use CRM data to revise and enhance call scripts.

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. Here are seven tips for training call center agents effectively. Use customer feedback as training material. Train agents to use contact center technologies.

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. amassed a large installed base of both large and small customers. Shift from reactive to proactive customer service.