Faster, Smarter, Safer: Revolutionize Service in Real Time

This post was written by Miki Migdal, President, Enterprise Group, at NICE Systems.

If you’re anything like me, you love the way digital technology has made our lives so much easier. Remember the days when you actually had to look in a phone book to get someone’s number? Or even a year or two ago when you had to phone a cab company instead of just pressing a button on a Smart phone app?

The thing is, as technology gets smarter and faster, customers get used to instant services and information....

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Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

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Call Center Week - Reviews and Interviews - Part V

With customer expectations constantly rising, companies are seeking service options that allow people to get information, resolve issues and complete transactions more quickly and efficiently.  Innovative solutions abounded at Call Center Week with enhanced chat, co-browsing, click-to-call and IVR front and center. In this report, we review a few of the more interesting products presented on the exhibit floor.

Connect First From the customer perspective, the ongoing issue with IVR systems is that...

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Call Center Week - Reviews and Interviews Part III

Keeping employees engaged and motivated are the most important factors in establishing and maintaining a productive, effective contact center workforce.  Intelligent onboarding and consistent leadership are critical elements in the process. Some people in the industry also think of gamification as a powerful set of solutions to decrease turnover and improve productivity while others remain skeptical. In the next in our series of reports from Call Center Week, we offer perspectives from a pioneer...

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Call Center Week - Reviews and Interviews - Part II

One of the key measurements of success in any contact center environment is achieving a higher level of customer satisfaction. Businesses are increasing their use of sophisticated knowledge management tools, behavioral analytics, and contact center technologies to better engage their customers while improving agent performance and productivity.  Companies are seeking solutions that offer ease of implementation, flexibility and the potential for rapid ROI.  In this report on emerging...

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Call Center Week - Review and Interviews - Part 1

Call Center Week, widely recognized as one of the industry’s most comprehensive educational and product information events, continued its pattern of growth in 2014.  The event took place in Las Vegas June 9-13, with approximately 1,500 call center professionals, including experts from more than 150 exhibitors gathering at the Mandalay Bay Resort and Casino to exchange ideas, explore emerging technologies, hear from leading authorities, and discuss what’s working in contact centers across a broad...

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inContact Ups the Game in Contact Center WFO with Acquisition of Uptivity

In a bold move to increase its already substantial presence in the marketplace, contact center software/agent optimization tools provider inContact has announced the acquisition of WFO specialist Uptivity. Based in Columbus, OH, Uptivity (formerly known by its still-official business name CallCopy Inc.) provides a complete mid-market WFO suite which encompasses speech and desktop analytics, agent coaching, call and desktop recording, as well as quality, performance, workforce management and...

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Five9 Reveals Why 60 Percent of Companies Are Not Formally Supporting Social Customer Care

Five9-sponsored a social customer care survey, conducted online by the International Customer Management Institute among 408 contact center professionals.  The research shows that more than 68% of businesses recognize social media as a necessary service channel, yet 60% of companies are not formally supporting social customer care because they don’t feel they have the right resources or tools in place to begin offering social customer care.

According to the survey

• Almost 40% of consumers already...

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Who “Owns” Interaction Analytics?

Contact center managers and analysts often feel like they are in the dark ages of data collection when it comes to tracking call drivers. That’s because this type of tracking activity has historically involved many people.  Either your agents tracked the primary reason for calls on their phone, or in your CRM system, or even on a paper tracking sheet.  Your Quality Analysts or Supervisors tracking the information on evaluation forms may have even done this.

 

All of these processes included some...

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Lose a Customer, Keep a Customer - Real Life Experiences with Good and Bad Customer Service

The difference between losing a customer forever and gaining their loyalty can be as simple as the service they receive. Within just a few days, I experienced both terrible and stellar customer service. Here are three examples of extreme customer service.

How to Lose a Customer

Reports about poor airline service aren't rare. I'm generally of the mind that a flight that gets you from point A to point B safely is a good flight. However, a couple of recent experiences with United and Frontier made me...

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What Drives an Exceptional Customer Experience?

Leading customer feedback insights analyst firm, CFI Group, recently published its Contact Center Satisfaction Index (CSSI) for 2013 (download the report here).  The results should be a wake-up call for call centers everywhere.  2013 saw an 8-point drop in the CSSI from its high of 77 in 2012 to a record low of 69 in 2013.  While there's probably no need to hit the panic switch just yet, it's equally clear that consumers' expectations of call center services have outpaced their ability to...

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Contact Center Workforce Management

Maintaining a consistent working environment helps to provide dependable service to customers while supporting a stronger productive attitude. Managing your workforce uses key fundamental principles that other human resource programs utilize; however, these principles have been adjusted to apply better in scenarios specific for contact centers. Identifying employee challenges provides key information for building a strong, grounded strategy for unexpected situations.

Employee Talents

It is...

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The C-SAT Paradox

What Customer Satisfaction Scores Really Mean in a Self-Service Focused World

 

As websites become more sophisticated and self-service options are continually improved upon, the idea is that fewer customers will need to call, chat or email in for assistance.  We know that consumers, particularly in younger generations, prefer to do things on their own, to find their own answers and solve their own problems using online resources on their own time.  Companies have focused a great deal on optimizing...

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Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology

For most organizations, the key questions about moving their contact centers to the cloud are “When can we do it?” and “How can it best be accomplished?” as opposed to “Is it the right step?” But even in a business environment where companies are striving to meet rising customer expectations for responsive service on any channel they choose and looking to increase flexibility and agility, practical questions on logistics, costs and capabilities must be addressed before organizations make a...

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Your Personal Interaction Analytics Dictionary

Have you ever needed to buy a new computer, and thought you were pretty confident you could select one because you knew you wanted a 17” laptop, preferred a PC over a Mac, needed it to be compatible with a certain type external hard drive and would use it to suit your work and your kid’s gaming needs? So you march into your nearest electronics store sure that information would be enough to make the choice clear. However, when you get there, that isn’t the case. No problem, you’ll seek out the...

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