cloud contact centers

Future-proof Innovation – Vendors in it for the Long Haul

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It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. Unlike on-premises systems, where system updates or enhancements can translate into significant disruption to you operations, a cloud contact center enjoys the flexibility and seamlessness of updates—even larger scale […]

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cloud contact centers

Customers Spoke, Forrester Research Listened

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We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave™: Cloud Contact Centers, Q3 2018. We’re popping the hood on this valuable third-party research report and taking a closer look at the Forrester evaluation methodology underneath, that led to NICE inContact being named a leader for cloud contact […]

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cloud contact centers

Seeing is Believing – The Forrester Wave Demos

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In our last blog article on the recent report, The Forrester Wave™: Cloud Contact Centers, Q3 2018, we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. It’s important to also note the researcher’s critical proof of concept step in the evaluation process. Detailed […]

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cloud contact centers

How can the Forrester Wave directly impact your RFP/RFI quality?

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The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Is the field of evaluated vendors broad enough? Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? In the case of Forrester Research and […]

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cloud contact centers

Considering the Cloud? The Forrester Wave Did the Homework

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When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. It’s the start of a new year, and like many other organizations, you’re probably knee-deep in the process of planning and budgeting to meet the strong business goals you’ve set—or that have […]

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call center technology

Transform No into Yes by Modernizing Your Call Center Technology

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Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. How many times each week do your conversations start with “If only” or “What if”? As in, “If only we could personalize our customer experience (CX) more […]

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savings into speed

Transform Savings into Speed—and Satisfaction

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Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. There is a way to transform savings […]

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Gartner CCaaS MQ

Transform Customers into Advocates

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At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. CX is the yardstick by which every customer judges their relationship with your business. Poor customer experience threatens recurring revenue and customer loyalty, while consistently high quality experiences can transform lukewarm customers into full-blown brand advocates. And […]

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call center turnover

10 Tips for Reducing Call Center Turnover

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High rates of agent turnover in call centers, and the related challenges of constant recruiting and training, rank among the top issues of call center leaders and front-line managers. Recent data from global consulting firm Mercer shows that contact center attrition remains above 25% on average. Pair the historical challenges of high agent turnover with the US unemployment rate near 50-year lows and it is […]

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customer experience

3 Questions to Answer for Your Annual Customer Experience Checkup

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Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. But with a wide range of CX outcome KPIs like NPS, CSAT, CES and dozens of operational efficiency KPIs it is easy to be overwhelmed and lose the forest for the trees. End of the year planning cycles often […]

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