Transforming Customer Experiences
The NICE inContact Blog Prior to the introduction of Power Dialer software, many agents spent a lot of time manually dialing long lists of phone numbers to reach out to customers. This was a big issue in traditionally outbound focused call centers (such as collections or telemarketing), but also for call centers supporting inbound and outbound service (for example outbound service calls, cross-sell and upsell). Automating the actual dialing of thousands of phone numbers, freeing up agent time for more advanced tasks and reducing human […]
ReadIf you have recently modernized your contact center, you now have access to far better reporting tools. In the past and without access to rich operations metrics, it’s not surprising that legacy reports focused narrowly on a small handful of efficiency metrics while omitting other important contact center success measures such as productivity, quality, customer satisfaction and more. […]
ReadInbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service […]
ReadToday, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier. Maintain regulatory compliance. Script with compliance in mind to help your agents manage the regulatory jungle. Promote consistency. By scripting calls […]
ReadHold the door. Be on time. Common courtesy is always a good bet. Cliché, but true. Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Respecting and protecting time, people, and processes is key. Be mindful of these tips […]
ReadThe biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to […]
ReadThere are many reasons why starting a call center makes good business sense. But whatever the reason, taking that first step can seem like stepping into the unknown. To ease into your search, here are five things to consider when starting a new call center. You don’t need to be a rocket scientist. As you begin your exploration […]
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