WebHelp and Swedish Rail — Customer Experience on the Right Track

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NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here). Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital […]

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ivr

What is an IVR (Interactive Voice Response)?

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At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent.  For example, if they just want to know their account balance.    Before I go deeper into WHAT an IVR is, […]

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channel

Customers Are Changing the Channel: Are You Ready?

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Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. And their opinions and channel preferences are constantly evolving. Did you know, for example, […]

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progressive dialer

What is a Progressive Dialer?

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Progressive Dialing covers the “middle ground” between manual dialing, and the more advanced Predictive Dialer solutions.   A Progressive Dialer, just like a Predictive Dialer, is implemented to avoid agents having to manually dial customer phone numbers to make outbound calls. Progressive Dialers are used in any vertical, for customer service, sales, telemarketing, collections and any other environment that […]

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performance management

Performance Management – You Know You Need It, and Here’s Why

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If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed. Overall turnover statistics in the call center industry […]

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call center csat

How to Improve Call Center Customer Satisfaction (CSAT)

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Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. What is it, why is it so important and how can you improve CSAT in your call center with call […]

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outbound ivr

What is an Outbound IVR?

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An Outbound IVR is one of multiple different outbound tools – others are Predictive Dialers and Robocallers – that can be part of a contact center solution. Essentially, an Outbound IVR is used to proactively reach out to a large number of customers in a personalized manner using different interaction channels, such as voice messages, SMS / text messages or emails.   An Outbound IVR is similar to a Predictive Dialer in the sense that it will use customer […]

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predictive dialer

What is a Predictive Dialer?

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Predictive Dialers started replacing the technically much less sophisticated Power Dialer (see the Power Dialer Glossary entry for more information) in the 1990ies.   A Predictive Dialer, just like a Power Dialer, is usually implemented in the attempt to unburden agents from manually dialing customer phone numbers to make outbound calls. For the most part, the type of […]

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power dialer

What is a Power Dialer?

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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 […]

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call center scripting

How to Optimize Call Center Agent Scripting

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Today, 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 […]

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