How are Omnichannel and Artificial Intelligence Changing Quality Management?

NICE inContact

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

WFM – Your First Step to a Cloud Contact Center


Marc Benioff, Founder, CEO, and Chairman of Salesforce said it best, “ If someone asks me what cloud computing is, I try not to get bogged down with definitions. I tell them that, simply put, cloud computing is a better way to run your business.”

New Survey Reveals Shifting Cloud Contact Center Preferences


If Ben Franklin were alive today, his famous quote would read something like this, “In this world, nothing can be said to be certain except death and taxes and cloud software.” The argument for cloud software is compelling by itself, but why WFM in particular?

Quality Management in the Contact Center: How to Keep Your Customers

City Communications

The contact center is the primary point of contact with customers in the after-sales field, and in some cases, it serves as a point of contact in making before-sales decisions and even making some sales outright. No One Wants to Work a Call Center Job.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. a quality experience. Are hiring managers adapting training and recruiting practices to. want to provide a seamless, quality experience across all. The contact center is the one.

Beginning to Explore Cloud Contact Center Solutions? Here’s a Good Place to Start


For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. In her recent research, Migrating to a Cloud Contact Center: Tales from the Far Side , customer experience industry analyst Sheila McGee-Smith points out that for contact centers, the move to the cloud has been slow compared to many other industries. Here’s a peek at what it covers: Why Move to the Cloud?

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction.

Amazon Connect, the Deconstructed Contact Center


When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. Admittedly, Amazon’s conception of the contact center looks very different from what we’re used to.

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

NICE inContact

But the Houston-based company was losing sleep over its two contact centers. But Mattress Firm could rest easy once it switched to NICE inContact CXone, the cloud-based, customer experience platform that supports workforce management, quality management and skills-based routing. Operational efficiency has improved, quality assurance (QA) scores are soaring and agent adherence has risen steadily. As the leading specialty bedding retailer In the U.S.,

Voice of the Customer – More Than Just a Survey

NICE inContact

Contact center managers often tell us, “My contact center. And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. Quality Management Analytics.

Why Customers Loathe Your Contact Center


If you took the time to dig into legacy contact center technology (yeah right, who does this?), Fortunately, people like me actually do geek out about contact center technology, evolution and trends. The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph. That perception is reality for too many contact centers.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX


Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help.

Summary of Key Findings

Enghouse Interactive

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.) but do greatly simplify systems management. The Most Important Lessons Learned from Migrating to the Cloud.

Sell the Value of Data Insights to the C-Suite

NICE inContact

It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. First Call Resolution (FCR) is a metric all contact centers are looking to improve.

CXone Is Right on the Money for Check Into Cash Collections Team

NICE inContact

The good news: The company’s main contact center had been successfully using CXone for five years. But consistency across the board in functionality, quality management, and service were an issue because the collections team’s PBX dialer offered no reporting or visibility into agent’s performance. New opportunities for coaching emerged, and call quality and conversion rates rose. Check Into Cash had both good news and bad news.

Florida’s City Furniture Gains Reliable Data and Performance Visibility

NICE inContact

Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. Its contact center never really knew for certain where it was on the quality continuum or what it needed to focus on to improve. As a result, productivity has soared, hold time has dropped and quality has improved.

How to Build a Call Center Evaluation Scorecard

NICE inContact

We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. . For agents to provide exemplary, retention-driving customer service, they need to know how they are performing against quality standards, and an evaluation scorecard is the best and most effective way to do so.

Contact Centre Predictions 2019

Enghouse Interactive

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. of all contact centre inbound interactions. Despite the onward march of the robots, older, more traditional types of interaction technology still dominate in the contact centre today and we expect that to continue for some years to come.

Modernize Call Center with Contact Center as a Service (Ccaas)

Dialer 360

The contact center as service (CCaaS), a cloud-based consumer experience solution. It allows companies to utilize a call center provider’s software. This is an ideal option for several call centers, offering scalability as operational needs change.

What Is CCaaS? Regenerate Your Contact Center as a Service

Dialer 360

Entirely, the transitioning call center to the virtual cloud. Eventually, this is for more to adopt the call center as a service solution. Contact Center As A Service). Call center as a service is providing the exact capabilities. Call Center

Call Quality Monitoring Dos and Don’ts

NICE inContact

If your employees are interacting with a high volume of customers on the phone, it’s important to make sure those contacts are both positive for the customer and aligned with your business objectives. DON’T: Let your quality team become the “Call Cops”.

5 Ways to Optimize and Enhance your Contact Center with Cloud Technology

NICE inContact

It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? Firstly, it’s important to have the right software cloud software in place. Focus on quality management.

Envera Health Provides Exceptional Patient Experiences with CXone Tools

NICE inContact

Envera Health provides contact center services to a variety of healthcare providers — physician practices and others — throughout the U.S. This means that the 85 agents in Envera’s contact center and the 180+ additional agents staffed in client locations are all working on the same CXone cloud CX platform, all providing the same consistent, high-quality services to patients. Advantages of the Cloud Contact Center Management General NICE inContact CXone

Don’t Buy a Workforce Optimization Solution Without These Capabilities

Monet Software

The workforce management component of your WFO system should accurately forecast customer demand by analyzing historic data and statistics, pulled from your media handling system (calls, messages, emails, etc.). Other important qualities in a WFO system include: Integration.