modernize

How to Build a Compelling Business Case for Modernizing Your Contact Center

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Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated […]

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Contact Center Terms

7 Contact Center Glossary Terms You Need to Know

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I could take you through a litany of common contact center terms and definitions … but why? There are plenty of places you can go to find that information. In fact, I’ve included a link to an unbiased market source at the end of this blog. There are, however, some terms you should know today, that might […]

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Gartner's Critical Capabilities

Gartner’s Critical Capabilities Report – We Received Highest Scores in 4 out of 5 Use Cases

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We’re pleased to let you know that NICE inContact has received the highest score in Customer Engagement Center use case in Gartner’s “Critical Capabilities for Contact Center as a Service” research report, just out in mid-December. We believe that the exemplification of NICE inContact’s critical capabilities applied to real-world use cases is especially interesting because […]

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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 Dialing 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 requires making outbound calls from a list and does not want to saddle their agents with the actual dialing.  A Progressive Dialer will wait for an agent to finish their current call […]

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call center attrition

10 Steps to Reduce Call Center Attrition

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Keeping good employees is a priority in every industry. But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers […]

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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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call queuing

What is Call Queuing and Why Does It Matter?

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Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day.   This same rule applies when people call into your contact center.   And if you think that more people are contacting you via your digital channels instead of calling you, think again. In our 2018 Customer Experience (CX) Transformation Benchmark […]

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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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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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