opportunity center

The shift from cost center to OPPORTUNITY center

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In the past, call centers and contact centers were seen as ‘a necessary evil’ to doing business – a cost that needed to be managed and minimized. By 2025, the contact center will have evolved into an experience center and it will be viewed within the context of overall business goals. Critically, this will mean […]

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speed

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

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When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Customers place resolving issues in the quickest way possible as their top driver […]

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Ovum decision matrix

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

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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. This marriage of strength in innovative technology sent a shock wave through the technology side of the contact center industry […]

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silo channels

Best Practice Number Three: Avoid Silo Channels

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The last entry detailed how designing your automation based on existing live agent behavior is essential to a consistent and efficient customer experience. We all know that in this age of digitization, however, your company’s self-service strategic plan has to consider more than just the voice channel. This post details the importance of omnichannel, and […]

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landauer

LANDAUER Customer Service Critical to Building Radiation Safety Culture Worldwide

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For more than 60 years, Illinois-based LANDAUER® has been a pioneer in radiation technology safety and compliance. Working with clients across the globe, from veterinarians and dentists to labs and universities, the company operates from eight markets worldwide, providing innovative solutions for improving public health and safety. Today, LANDAUER sets the global standards for radiation […]

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techstyle

Tailor Customer Experience for a Better Fit – Learn from TechStyle and Forrester

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Recently TechStyle underwent a massive change in their approach to solving their contact center technology needs to address the customer experience journey. TechStyle is global retailer consisting of a collection of apparel brands with over 4.5 million VIP members selling throughout North America, Europe, and Australia. With five Contact Center locations in four different countries […]

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7 myths

7 Myths of Enterprise Cloud Contact Centers, Vaporized

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No matter how desirable innovation may be, we all have nagging doubts about new and beneficial solutions. It’s human nature to stick with well-established routes and adhere to what seems to be the safest path. Over time, nagging doubts—even when inaccurate or outdated—can earn myth status. Certain myths about cloud have developed in large contact […]

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live agents

Best Practice Number Two: Design Self-service to Mimic Your Live Agents

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Last month, we posted a blog that describes how you should begin your company’s self-service transformation by identifying the call center processes where incremental steps toward automation are most likely to be successful. In this entry, we’ll discuss how to design the self-service now that you have chosen inquiry types to automate. The best place […]

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contact center attrition

5 Tips to Lower Contact Center Attrition

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Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent […]

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