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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call center evaluation scorecard

How to Build a Call Center Evaluation Scorecard

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I’ve ditched a company due to bad customer service before… have you? If so, you and I reflect the 8 in 10 consumers that are willing to switch companies due to poor customer service. We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs […]

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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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Qualities of Effective Contact Center Agents

8 Qualities of Effective Contact Center Agents

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What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Many companies, especially those with no brick and mortar presence, are in this very position. Contact center agents have a significant impact on […]

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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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outbound ivr

What is an Outbound IVR?

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An Outbound IVR is one of multiple different outbound tools – others are Predictive Dialers and Robocallers – that can be part of a contact center solution. Essentially, an Outbound IVR is used to proactively reach out to a large number of customers in a personalized manner using different interaction channels, such as voice messages, SMS / text messages or emails.   An Outbound IVR is similar to a Predictive Dialer in the sense that it will use customer […]

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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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