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 Software can Balance Agent-assisted and Self-service Channels

NICE inContact

Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick.

Your 2019 Guide to Moving Your Call Center to the Cloud

Aspect

Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? Is Securing Customer Data a Priority?

Convince Your Boss: It’s Time for Digital Transformation

Aspect

When a former Blockbuster executive was asked by Variety in 2013 to explain the decision not to buy Netflix he said, “Management and vision are two separate things…” This quote can apply to many different industries, but it is particularly appropriate for the call center.

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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7 Trends Shaping the Customer Experience in 2019

VocalCom

When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. While artificial intelligence and personalization continue to rank high on the list of brand priorities in this new year, a greater push for digital transformation as well as a demand for secure experiences will dominate as well.

Cloud: enabling contact centre AI

Aspect

Over the last few years, artificial intelligence has been one of the biggest buzzwords in the contact centre and the tech world in general, with more and more organisations understanding the benefits that it can bring. But how can companies properly implement AI in the contact centre?

The Role of Emotions in the Customer Experience

VocalCom

When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate for the brand. Anticipate customer emotions in different situations.

5 Key Terms That Drive Great Customer Experiences

VocalCom

What exactly is at the heart of great customer experiences? Many would argue that a brand’s ability to embrace a core set of values is essential to creating a customer-centric approach that wins long-term loyalty. Here are five key terms that drive great customer experiences and keep the customer’s interests at heart. Great customer experiences begin with trust. Emotions play an important role in customer experience.

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 Customer Experience Mistakes Every Brand Should Avoid

VocalCom

The old saying that “the customer is always right” has never held more importance. These days, providing great products and service is not enough—great experiences matter the most. In this digital age, customers may easily praise or criticize your brand on social media, enticing your competitors to step in and lure your followers away. To create the kinds of experiences that win loyalty, make your customers the top priority–and avoid these six costly mistakes.

5 Ways to Build Customer Trust

VocalCom

Many companies strive to make their customers’ lives easier through digital engagement. While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Making purchases online comes with risks, and companies that fail to protect their customers lose trust. With the number of data breaches that have occurred in recent times, it’s no wonder that customers need reassurance. Give customers reliable self-service options.

5 Ways to Optimize Self-Service Practices

VocalCom

At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Here are five ways to optimize self-service practices and empower your customers in the process. IVR menus are essential tools for self-service, as they can help customers obtain quick answers on the go.

5 Ways Mobile Drives Customer Loyalty

VocalCom

These days, most companies recognize the importance of mobile optimization for the customer experience. Indeed, as customers increasingly use their smartphones on the go, brands must offer mobile-friendly sites and easy ways to obtain customer service. To fully engage these customers, every brand should consider the numerous mobile technologies that are transforming the customer experience.

Is Your Brand Meeting These 6 Customer Expectations?

VocalCom

You may think that winning customer loyalty is all about offering the best products and services. Customers today want to feel respected, understood, and excited when they interact with your company. According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied. Is your brand meeting these six customer expectations?

5 Tips for Achieving First Contact Resolution

VocalCom

While technology fuels a constant evolution in customer service practices, certain customer priorities do not change: A need for quick and in-depth service. For this reason, first contact resolution, or FCR, remains a critical metric for contact centers to monitor. Here are five tips for achieving first contact resolution and truly satisfying your customers. Understand the customer’s needs. Ask for customer feedback.

5 Ways Personalization Drives Sales Success

VocalCom

However, the human touch should not be underestimated: From customer service agents showing empathy to salespeople making recommendations in-store, personalization starts with an authentic human connection. Here are five ways personalization impacts customers’ purchasing habits and drives sales success. Offering personalized content motivates customers to spend more than they had anticipated. They become loyal customers.

Engaging Customers Through Video: 5 Essential Tips

VocalCom

Given that many people watch online videos for entertainment, brands that deliver meaningful video content in a fun way ultimately engage both current and potential customers. HubSpot claims that 43% of customers want to see more video content from marketers. Furthermore, Animoto cites the usefulness of video, stating that 4 out of 5 customers find demo videos instructive. So how can your brand engage customers effectively through video? Address customer needs.

10 Punkte, auf die Sie bei einer cloudbasierten Customer Engagement Plattform achten sollten

Aspect

Immer mehr Unternehmen, die nach Wegen suchen, um bessere Kundenerlebnisse zu bieten und den zunehmend mobil kommunizierenden, technikaffinen Verbrauchern entgegenkommen möchten, ziehen cloudbasierte Plattformen für das Customer Engagement in Erwägung.

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5 Reasons SMS is a Smart Channel for Great Customer Experiences

VocalCom

As SMS continues to be a popular channel in daily communications, its role in customer experience is more important than ever. According to a SinglePoint report, SMS open rates exceed 99%, making it a highly reliable channel for customer engagement. Consequently, more and more brands are embracing SMS as an ideal channel for delivering great customer service and launching effective marketing campaigns. It offers personalized experiences.

5 Key Benefits of IVR for Customer Service

VocalCom

While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen. IVR, or interactive voice response, uses touch-tone or speech recognition technology to identify and route callers to the most qualified agents, driving greater efficiency on both sides of the customer experience. Here are five key benefits of IVR that make it so vital to creating seamless self-service experiences. Allowing customers to save time.

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.

Chatbots: What Role Should They Play in Customer Service?

VocalCom

Many brands believe that chatbots are key to modernizing customer service. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. For this reason, every brand needs to look at its customer journey and decide where customers are most likely to benefit from chatbot assistance. Here are five tips for optimizing the use of chatbots in your customer service strategy.

5 Essential Tips for Social Customer Service Communications

VocalCom

As customers continue to seek quick and effortless experiences on the go, social media channels shine as prime platforms for communication. The rise in smartphone use coupled with the explosive popularity of social platforms has transformed customer service expectations, as brands must engage better and faster than ever before. If you’re wondering just how your brand can keep up, consider these five tips for great social customer service communications.

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.

6 Tips for Effective Customer Service Communications

VocalCom

When your customers engage with your brand, they may be looking for quick answers. As technology continues to improve the customer experience, the human touch is sometimes lost. For this reason, good communication with your customers is the first step toward humanizing each interaction and winning their long-term loyalty. Here are six tips for effective customer service communication on every channel. This makes the customer comfortable and builds trust.

6 Key Trends Shaping Social Customer Service

VocalCom

As social media use continues to grow, customers demand greater brand engagement on these channels. When planning your customer service strategy on social channels, consider these six current trends. As mobile use also continues to grow, video is fast becoming an ideal way to engage with customers. Offer customers insight into your brand events and inform them in an entertaining way by creating meaningful, real-time video content.

Data Protection: The Key to Customer Confidence

VocalCom

What inspires customer confidence? Great service and reliable information certainly help customers trust a brand. As data breaches become more prevalent, it’s more critical than ever to assure customers that their personal information is safe. With the enactment of GDPR, the European Union is taking great measures to ensure that customers don’t suffer from such incidents. Here are five steps your company can take to protect customer data and win their confidence.

How to Optimize Digital Customer Engagement

VocalCom

Is your company providing a great digital experience? You may think so, but your customers may disagree. A recent study by Conduent, which surveyed customers in the U.S. and Europe, found that 47% were not satisfied with their overall experiences. The more companies strive to implement technology in their customer service practices, the more they struggle to offer seamless experiences. Give customers a seamless mobile experience.

5 Reasons Why Your Customers Want an Omnichannel Experience

VocalCom

Chat, SMS, social media…there are so many channels these days for customer service. Not only do customers have their preferred channels, but they are also expecting you to deliver the best service possible on these channels at all times. According to a survey by Aspect Software, companies that adopt an omnichannel strategy achieve 91% greater year-over-year customer retention rates compared to those that do not. They want seamless in-store experiences.

Chatbots: The Key to Efficient Customer Service

VocalCom

When the idea of artificial intelligence for customer service was first introduced, many people were skeptical. Would customers actually receive better service? While this technology continues to evolve, many industries—from banking to travel to retail—are indeed offering faster, richer experiences due to chatbot implementation. Here are five ways in which chatbots enable efficient customer service. Customers are routed to the appropriate agents.

5 Tips for Managing Customer Data

VocalCom

Customer data has long been a sensitive issue. A Pew Research Center study found that 64% of Americans had personally experienced a data breach, and nearly half of all Americans do not trust the federal government or social media sites to protect their data. With the recent enactment of GDPR, the European Union is further putting pressure on companies to protect customers’ personal information and be more transparent about how it is used. Allow customers to opt out.

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.

How to Provide Exceptional 24/7 Customer Service

VocalCom

In our digitally connected world, customers want to engage with brands whenever they need to. According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours. If offering live agent support at all times is not possible for your brand, these six tips will help you deliver exceptional 24/7 service that your customers will love. Engage customers on social media channels.

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 Reasons Why Email Customer Service Still Matters

VocalCom

Companies these days feel the pressure to respond quickly to customers. As messaging apps and social media continue to grow in popularity for customer service, your brand might question if channels such as email are still attractive to customers. According to a report by eConsultancy, 60% of customers indeed prefer support via email. Here are five reasons why email customer service still matters to your customers. Customers communicate confidently.

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 AI Can Drive Proactive Customer Service

VocalCom

While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Artificial intelligence can analyze customer data, empowering companies to solve problems before they arise while giving customers richer experiences. Here are five ways in which your brand may use AI to deliver proactive customer service. Understand customers’ purchasing habits.

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.

Voice of the Customer: The Key to Brand Success

VocalCom

As customer service trends continue to shift toward personalized and emotionally connected experiences, it is more important than ever to understand how customers feel. While most companies collect feedback in some form, many are going a step further by implementing Voice of the Customer, or VOC, processes. In simple terms, VOC refers to a process or system for gathering customer feedback across channels and using the data to improve products and services.

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