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

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.

5 Ways to Build Customer Trust

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Digital Customer Engagement Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Multichannel Omnichannel Self-Service Visual IVR Zendesk

Data Protection: The Key to Customer Confidence

VocalCom

And if they have any issues with your terms of service, invite them to contact you for additional information. Taking steps such as moving data to the cloud or using machine learning to detect suspicious behavior are also effective ways to prevent data breaches. 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.

5 Ways to Optimize Self-Service Practices

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Experience Call center Cloud Contact Center contact center software Customer feedback Customer Service Effortless Email Mobile Multichannel Omnichannel Self-Service Surveys Text messaging Twitter Visual IVR Zendesk

5 Ways Personalization Drives Sales Success

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. For many companies, personalization remains a top priority in this new year. Many brands are achieving this goal by offering stronger service and personalized content through artificial intelligence and geolocation.

Engaging Customers Through Video: 5 Essential Tips

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Omnichannel Customer Journey Call center Cloud Contact Center contact center software Customer engagement Customer Experience Customer Service Facebook Multichannel Omnichannel Social Twitter Zendesk

Is Your Brand Meeting These 6 Customer Expectations?

VocalCom

Human contact. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Experience Call center Chat Cloud Contact Center contact center software Customer loyalty Customer satisfaction Customer Service Effortless Live chat Mobile Multichannel Omnichannel Zendesk

5 Ways Mobile Drives Customer Loyalty

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. 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.

6 Key Trends Shaping Social Customer Service

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Text messaging Twitter Zendesk

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.

5 Essential Tips for Social Customer Service Communications

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Twitter Zendesk

6 Tips for Effective Customer Service Communications

VocalCom

Ask the customer if he would be willing to respond to the survey, and then send it on the channel of contact. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Service Call center Cloud Contact Center contact center software Customer Experience Multichannel Omnichannel Zendesk

6 Ways Predictive Dialers Drive Brand Success

VocalCom

In the contact center, time is everything. Predictive dialers grow smarter with use, tweaking the process as it goes to make sure that the strongest leads are contacted at the most optimal times. Contact center costs are greatly reduced when a predictive dialer is used. Ultimately, customers are more satisfied when contacted via a predictive dialer. They are called at preferred times, are less likely to be disturbed at odd hours, and are not contacted too frequently.

5 Key Benefits of IVR for Customer Service

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Cloud Computing Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Mobile Multichannel Omnichannel Self-Service Visual IVR Zendesk

Chatbots: What Role Should They Play in Customer Service?

VocalCom

When a customer makes contact, chatbots may collect data in order to decide what the next step should be. If a customer needs to discuss an issue in-depth or uses emotional language in his initial contact, it’s best to offer human assistance. A recent Twilio study found that 9 out of 10 consumers want to use messaging programs to contact brands. Many brands believe that chatbots are key to modernizing customer service.

7 Trends Shaping the Customer Experience in 2019

VocalCom

Customers need to know that their data is safe, and companies will continue to ensure this by implementing strategies as varied as moving data to the cloud, using machine learning to detect suspicious activity, and employing tools such as voice biometrics, fingerprint ID, and even facial recognition to give customers more secure experiences. Predictive analytics can determine, for example, the most frequent reasons for customer contact.

How to Optimize Digital Customer Engagement

VocalCom

When customers look at any given channel, they should feel that each one is a viable method of contact. Take measures to enforce security within the contact center and from the customer’s side. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Is your company providing a great digital experience?

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.

5 Reasons Why Your Customers Want an Omnichannel Experience

VocalCom

For example, if a customer makes an initial contact on social media but needs to explain his case in detail, an agent might suggest speaking on the phone. By offering timely service on both channels and giving the customer detailed contact information, the customer is given a rapid and personalized response that fits his needs. On channels that cannot offer service all the time, be sure to indicate the hours of operation and how the customer may contact you otherwise.

5 Tips for Managing Customer Data

VocalCom

Consider limiting data access to just the employees who have direct customer contact. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer data has long been a sensitive issue. Given recent stories in the news about companies mishandling data, it’s no wonder that consumer confidence has been impacted.

Chatbots: The Key to Efficient Customer Service

VocalCom

For example, if a customer contacts his bank for support, a question about a recent check deposit may require a different agent than an order for a new checkbook. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

How to Provide Exceptional 24/7 Customer Service

VocalCom

For example, if a customer wants to know the business hours of a retail store or the expected delivery date of a recent purchase, he can contact your brand through a messaging app and receive chatbot support. When a customer contacts your brand via email, always follow up immediately with an email. In our digitally connected world, customers want to engage with brands whenever they need to.

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 having a central database will undoubtedly reduce average handling time, remember that first contact resolution is more important for earning customer loyalty. Customers prefer to make contact once and find the answers they are seeking.

5 Technologies That Reduce Customer Effort

VocalCom

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Menu options should include all the possible reasons a customer might make contact. For example, it may reveal weak points in the contact center such as long average handling times or low rates of first contact resolution.

5 Reasons Why Email Customer Service Still Matters

VocalCom

If your agents are committed to providing in-depth communications and are trained to use contact center solutions efficiently, your customers will consider this channel a trustworthy means of communication. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

5 Customer Expectations Your Brand Needs to Meet

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. What do customers really want? As technology changes the ways in which they interact with brands, expectations continue to shift.

5 Ways AI Can Drive Proactive Customer Service

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Chatbot & Artificial Intelligence Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Facebook Multichannel Omnichannel Proactive customer service Self-Service Social Twitter Visual IVR Zendesk

Voice of the Customer: The Key to Brand Success

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Omnichannel Customer Journey Call center Chat Cloud Contact Center contact center software Customer Experience Customer feedback Customer Service Facebook Live chat Multichannel Omnichannel Social Surveys Twitter Zendesk

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The Role of Emotions in the Customer Experience

VocalCom

Once you have taken measures to fix the problem, contact them again to show that their opinions were taken seriously. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. When it comes to customer retention, emotions play a decisive role.

6 Mistakes That Harm Your Brand’s Digital Reputation

VocalCom

Make sure fonts are clearly legible, webpages are easy to navigate, and contact information is posted prominently. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. In our digital age, the Internet is the doorway to customers.

6 Key Advantages of Customer Journey Maps

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Experience Call center Cloud Contact Center contact center software Customer loyalty Customer satisfaction Customer Service Facebook Multichannel Omnichannel Social Twitter Visual IVR Zendesk

6 Steps for Building a Customer-Centric Brand

VocalCom

Always address unhappy customers on the channel of contact, even if it means making the concern public. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. A customer-centric approach is more than just delivering good products and services.

How to Modernize Customer Survey Practices

VocalCom

Send optimized surveys on the channel of contact. For the best chance of a response, be sure to follow up on the channel of contact. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. When measuring customer experience, your company likely includes surveys in your approach.

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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6 Tips for Satisfying Customers on the Voice Channel

VocalCom

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. For this reason, agents should always exchange contact information right at the beginning. In addition, consider adding menu options for current brand issues or events that customers might be contacting you about.

5 Tips for Optimizing Email Marketing Campaigns

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Smart Automated Dialer Call center Cloud Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Customer Service Email Facebook Mobile Multichannel Omnichannel Social Twitter Zendesk

5 Tips for Optimizing Email Marketing Campaigns

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Sales Acceleration Call center Cloud Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Customer Service Email Facebook Mobile Multichannel Omnichannel Social Twitter Zendesk

5 Steps for Monitoring Your Customer Service Practices

VocalCom

As Deloitte affirms, 62% of companies view customer experience delivered by contact centers as a competitive differentiator. It’s not enough to loosely monitor your channels or sample some of the calls your contact center receives per month. However, don’t be afraid to ask specific questions and contact specific customers for greater insight. When your company defines great customer service, what are the key factors? Does it mean implementing new technologies?

5 Tips for Driving Sales Agent Success

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Smart Automated Dialer Call center Cloud Contact Center contact center software CRM Customer Experience Customer Service Multichannel Omnichannel Sales Acceleration Salesforce Zendesk

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5 Tips for Driving Sales Agent Success

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Sales Acceleration Call center Cloud Contact Center contact center software CRM Customer Experience Customer Service Multichannel Omnichannel Salesforce Zendesk

Sales 48