We are starting a new series where you can meet some of the people you may interact with on a daily basis!
Meet Tyler Buehler, Director Professional Services PMO for NICE inContact.
Tyler is a native of Utah and has been in the contact center industry for 20 years, and I was able to sit down with him and ask him a few questions to find out what makes him an awesome NICE inContact employee.
- What are your areas of expertise? Process Improvement
- How long have you been in the contact center industry? Since 1998
- What is your favorite thing about your job? The breadth and depth of our products is vast and customers use them differently. Watching and helping employees develop in their use of our solutions and hear them discuss the success is rewarding. This is why I’ve stayed with NICE inContact.
- If you could provide one piece of professional advice, what would it be? Don’t be afraid to make mistakes, that’s how we develop. Favorite Quote, “We all make mistakes, but it is how we deal with those errors in judgment and take steps to rectify the situation that show our true character.” Rita Schiano
- What is hallmark to a good customer experience? Addressing customer concerns quickly. Our customers’ business is transformed via intelligent routing and CRM integrations, routing the caller to the appropriate department/agent during the interaction. This then reduces transferring to multiple departments, reduces ASA (Average Speed to Answer) and improves CSAT.
- What are you hearing from customers related to their business? They want us to help them transform their business, not just provide a solution. And ease of use for their agents is always top of mind. In the contact center, it has to be easy for the agents to attend to interactions efficiently.
- How do you see CX changing in the next 5 years? Omnichannel will become more desirable and required. The days of voice interaction will slowly diminish. We started to see it with the Millennials and it’s even more prevalent with Generation Z, they rely on communication via SMS, Email and Instant Messaging.
- What has been the biggest impact you’ve seen on a customer’s CX? The ability to connect to the customer by understanding their business, objectives and ensure they see us as a partner, not a vendor. I’ve seen success translate to ease-of-business with integrations, specifically with CRM integrations. The ability to match inbound caller ID to CRM data to intelligently route the customer to the account manager or sales rep makes interactions seamless and easy for agents.