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.

Constellation ShortList™ Customer Service and Contact Center Software

Natalie Petouhof

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation to p rovide the best capabilities to drive leading customer service. Covering Customer Facing Applications.

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. VPs & Directors of Customer Experience.

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Back to Basics: Contact Center Trending Technology 101

Upstream Works

The world of customer experience management is expanding and growing in complexity at an alarming rate. A channel, to be clear, means a communication vehicle that a customer/member/etc. Why not offer up your customers information that saves them from speaking to an agent?

ACE 2019 Recap: President and CEO Message – Trust, Choice and Collaboration

Aspect

Traveling the globe to meet with customers gave Patrick the opportunity to listen and really hear first-hand observations and feedback from the people who use our products every day. By listening to our customers we will be guided, as a supplier to build our customers the right things.

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How to Optimize Your Omnichannel Strategy

VocalCom

To perfect your customer experiences, it’s necessary to determine in advance how channels should be used, who will manage them, and how they can be tested for efficiency. Do many customers call you for service? Let customers know how to contact you.

4 Priorities of a Successful Omnichannel Brand

VocalCom

These days, omnichannel is a golden term in the customer experience industry. Truly successful omnichannel brands understand that customers need a great experience no matter which channel they are using. Giving customers the channels they want.

Call Scripts: 6 Golden Rules to Satisfy Your Customers

VocalCom

Call scripts help agents feel prepared when customers call your brand for service. Providing guidelines that outline your company’s conversational style and call protocols can reduce agent stress and ensure a consistent experience for all customers regardless of whom they speak to.

6 Qualities Every Customer Service Agent Should Have

VocalCom

For many customers, a conversation with a service agent is a defining moment in their relationship with your brand. An agent who listens attentively and solves the customer’s problem upon first contact can win that person’s loyalty. On the other hand, agents who fall short of expectations convince customers that your brand has fallen short as well. Here are six qualities every agent should have to deliver the kind of service that makes customers love you for life.

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.

10 Must Haves for Cloud-Based Customer Engagement Platforms

Aspect

I’ve had a few interactions recently with customer service departments. We hear a lot about bad customer service experiences because of the outrage they trigger. A Rich Set of APIs for External Integration with CRM Systems and Enterprise Data Sources.

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5 Questions to Ask When Creating Customer Journey Maps

VocalCom

Helping your customers begins with taking their point of view. As more and more brands adopt a customer-centric attitude, many are also discovering the value of creating customer journey maps. By analyzing data as well as feedback from both customers and employees, your company may develop maps that reflect customersexperiences, feelings, and motivations as they interact with your brand. Do customers waste time during that transition?

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.

5 Common Customer Service Complaints (And How to Resolve Them Quickly)

VocalCom

If your customers are complaining about the same issues, take note. These customers are doing you a favor—if many people have the same concerns, it’s actually easier for your customer service team to satisfy many customers at once when those issues are tackled. Here are five common service complaints that brands experience—and how you can resolve them to your customers’ satisfaction. Sometimes, customers just need to discuss with a real person.

Customer Effort: Don’t Make Your Customers Work For You

VocalCom

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. According to a study by Corporate Executive Board, reducing customer effort is key to earning long-term loyalty. So how can you reduce customer effort?

5 Ways to Make Customers Choose Your Brand

VocalCom

With the holiday season fast approaching, brands are eager to offer customers the best deals possible with the hope of winning their loyalty. Here are five ways to win customers’ hearts and urge them to choose your brand. Bridge the gap between the in-store and digital experience. Many people will tell you that customer experience has gone digital. The question is not whether to focus on stores or the digital experience. Personalize each 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. Agents bring all different kinds of experience and skills to their jobs.

3 Reasons Call Center Software Integration Is a Must for All Industry Segments in 2019

Hodusoft

A call center solution is far better in almost all respects, even cost and ease of use. Richest communication feature set It pays to integrate call center software with the richest features set such as social media integration, IVR, voicemail, fax, email, text and video chat/conference.

6 Benefits of Identifying Recurring Customer Issues

VocalCom

Analytics enable brands to learn key information about customers. From understanding buying habits to identifying the most popular channels for service, analytics provide important insights for improving the overall customer experience. Within the contact center, data collection plays the vital role of capturing all feedback regarding customer service interactions—including the key reasons why customers are making contact in the first place.

5 Essential Rules for Omnichannel Success

VocalCom

When “omnichannel” first became a customer service buzzword a few years ago, many brands rushed to offer service on more channels. However, as every successful company would acknowledge, merely adding new channels is not enough to satisfy customers. The key to an efficient omnichannel strategy lies in being perceptive to customers’ ever-changing needs and serving them on the channels they appreciate the most. Integrate AI into the omnichannel experience.

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 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.

Menu monster: the IVR that devoured customer experience

NewVoiceMedia

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. According to PwC, 54 percent of customers in the U.S.

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 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.

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.

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.

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 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 KPIs You Can Improve By Integrating Your Contact Center and CRM

NICE inContact

But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. No matter what your job is, you are measured on performance.

Killer Ways Predictive Dialers Can Drive Your Brand Success You Desire

Hodusoft

Time Lost Cannot Be Regained In the contact center, time is everything. Every second wasted result in fewer sales and missed opportunities for delivering great customer service. Agents spend less time on the expensive voice channel, and customer abandonment rates decrease.

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?

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group.

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.

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. Should I buy a dedicated contact center solution or a hybrid UCaaS (phone) solution?