contact center etiquette

Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

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Hold the door. Be on time. Common courtesy is always a good bet. Cliché, but true. Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Respecting and protecting time, people, and processes is key. Be mindful of these tips […]

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Angry Call Center Customers

How to Handle Angry Customers in Your Contact Center

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Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Here are a few tips for helping your agents deal with these tense situations:  Listen: The first thing most angry customer callers want to do […]

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dreamforce 2018 demo jam

Don’t Miss NICE inContact CXone at the Dreamforce 2018 Demo Jam!

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In just about a week, we will be showcasing our Salesforce integration at the Dreamforce 2018 Demo Jam! Stop by the Service Theater in the Marriott at 10:30am on Sept 27th when we throw down our best 3-minute demo against 6 competitors and YOU decide the winner! You can get a sneak peek here: Why […]

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CRM

CRM and Contact Center Applications – The CX Avengers

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CRM and Contact Center software are often seen as competing products – Avengers in Civil War, fighting amongst each other. But, in reality they are the dynamic duo, working together in this Infinity war to eliminate fragmented customer experience, the Thanos of the digital economy. CRM provides customer journey and profile data, while contact center […]

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CRM

CRM and Contact Center Solutions Work Best Together

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I hear a lot of discussion about whether companies should use their CRM or contact center solution for agents. The right answer, I believe, is both. Let me explain. Customer Relationship Management (CRM) applications, such as Salesforce, are critical applications within a contact center and excel at: Retaining transaction history—critical context necessary to help a […]

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crm integrations

Increase Contact Center Efficiency with CRM Integrations

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The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. And the secret lies within contact center and CRM integrations. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact […]

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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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Four Key Capabilities for Integrating Contact Center and CRM Systems

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Earlier in the year, respected industry analyst Sheila McGee-Smith blogged about the growing functional overlap between contact center and CRM desktop applications. She gave some great advice for deciding what the right choice for your business is. I’m not going to revisit that; you can read Sheila’s posts for the details. Instead, I’m going to […]

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Why Contact Centers Prefer to Buy Software Suites

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A technically sophisticated contact center can have more than 45 different systems and applications to optimize its performance. These systems typically break down into three product categories: Contact center infrastructure – automatic call distributor (ACD), dialer, universal queue (UQ), computer telephony integration (CTI), interactive voice response (IVR)/voice prompter Customer relationship management (CRM)/servicing applications – sales, […]

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