customer satisfaction

5 Best Practices for Effective Customer Satisfaction (CSAT) Surveys

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Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer. Participation rates can diminish if you’re not incentivizing your […]

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workforce optimization

Agent for Salesforce and Workforce Optimization Brings CRM and Contact Center Handling Together

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Improving the agent experience has a multitude of benefits to include; improved retention rates, higher job satisfactions, and even improving the customer experience. One highly impactful way to impact the agent experience is to offer workforce optimization capabilities that minimize the number of systems/ or windows they have to toggle between to manage customer interactions. […]

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what is voice of the customer (VOC)

What Is Voice Of The Customer (VoC) And How To Capture It

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Voice of the Customer (VOC) is the entirety of a customer’s expectations, experiences, and feedback from on-boarding through to successful implementation and beyond. The problem—this encompasses such an expansive amount of interactions and touch points between you and your customer that it can be difficult trying to understand (and tie together) tools to successfully capture VOC. […]

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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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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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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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schedule adherence

5 Tips for Improving Contact Center Schedule Adherence

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The backbone of managing labor within a contact center is often centered on a workforce management (WFM) system. WFM systems are responsible for forecasting the volume of contacts (phone calls, chats, SMS, email, etc.) and scheduling the staff required to handle that forecasted volume. Schedule adherence is simply the measurement that quantifies the percentage of […]

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contact center technology

3 Tips When Searching for Contact Center Technology

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Cloud technology has transformed the industry by effectively removing the need for an on-site contact center system. Management has access to so many innovative new aspects to help optimize their business, it can be overwhelming, resulting in the contact center not utilizing the technology to its full potential. There are ways, however, to maximize the […]

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