Overcoming Remote Contact Center Agent Challenges
Jun 22, 2020
no jitter - Much of the overall success of contact centers’ shift to work-at-home (WFH) agents has been attributed to improvements in contact center-as-a-service (CCaaS) features and better agent desktop software and CRM integrations. The biggest challenge, for many contact centers, has been in the physical relocation itself, and the impact this shift has had on agents and managers.
Assessing COVID-19’s Enduring Impacts on Contact Centers
Jun 18, 2020
- From personal experience, we all understand how the COVID-19 pandemic has affected work life. In March, Global Workplace Analytics estimated that just five million employees (3.6% of the U.S. employee workforce) worked at home at least half of their time. By the beginning of April, 42 of the 50 states had instituted shelter-in-place orders.
Contact Centre Onboarding How to Create a Great First Impression
Jun 16, 2020
Call Centre Helper - It’s well established that the agent experience (AX) is a key component of any successful contact centre. A positive agent experience leads to increased engagement, promotes agent loyalty and reduces attrition – all of which have a long-term impact on the customer experience.
Turn Window Shoppers Into Loyal Customers with Digital
Jun 8, 2020
TotalRetail - Customer experience without digital is pure window dressing. NICE inContact’s Chris Bauserman has data that demonstrates why retailers must start meeting customers across their favorite channels through omnichannel functionality.
Companies Fast Tracking Move to the Cloud Amidst COVID19
May 29, 2020
callcentre helper - NICE inContact has released the results of a survey conducted in April 2020, showing the impact the COVID-19 pandemic had on contact centres over the last weeks.
Moreover, the expert for CCaaS asked contact centre decision-makers which trends they recognize will shape the future work in the contact centre.
If You Do Any of These 3 Things Your Leadership Skills Are Better Than Those of Most Managers
May 27, 2020
- Good leaders have adjusted to the new normal during the Covid-19 pandemic by leaning on their human and emotional intelligence to tackle challenges -- it's in their DNA.
But when things return to the "old normal," I'm less optimistic for many so-called "leaders," because many will revert to doing things that weren't working before and certainly won't work post-pandemic.
3 Signs That Instantly Identify a Boss With Great Leadership Skills
May 27, 2020
Inc. - A global crisispresents unique opportunities for leaders to pivot and meet new demands. Luckily, the best leaders continue to rise up and model the behaviors we clearly need now, and will need in a post-pandemic era.
I've featured scores of them in previous articles and podcasts: They model altruistic behaviors to inspire and motivate people, communicate with certainty and confidence, and act with care and compassion to bring people together to produce results.
Contact Centers Value AX Its Time Contact Center Executives Do Too
May 14, 2020
customer THINK - Experience is the oxygen of organizational success. On one hand, you have customers, who hold businesses to the highest standard when it comes to every point of contact with your business. On the other hand are your contact centers, agents – who work with your customers nearly every minute of every day. Despite this, if customer experience (CX) and agent experience (AX) are two sides of the same coin, rarely does the C-Suite treat them equally in practice.
RingCentral and NICE inContact Join Forces
Apr 28, 2020
UC Today - Leading cloud communications company, RingCentral, and NICE inContact, an expert in cloud contact centre technology, have announced that they’re now working together on a new solution. The two cloud-focused companies have created a special offer designed to support businesses that need to rapidly transition their entire workforce into a remote environment. Since the rise of the COVID-19 coronavirus epidemic, companies around the world have been forced to transition their entire communication strategy into a work from home landscape. This includes moving contact centres out of the traditional office too.
WFO Bridges the Customer and Agent Experience
Apr 23, 2020
no jitter - Today, every piece of information needs to work together seamlessly. A comprehensive understanding of disparate metrics helps brands and employees stay ahead of evolving needs. Otherwise, they risk stagnation. This philosophy has driven a renaissance in customer experience (CX), with more and more businesses relying on it as core differentiator. In fact, research firm Gartner found that 74% of leaders expected a budget increase for CX initiatives this year.
The age of agent-centric empowerment: Using the right tools to drive agent and customer satisfaction
Apr 22, 2020
customer THINK - The heartbeat of every contact centre is its agents. Contact centre agents are on the front lines interacting with customers on a daily basis, getting to know their most pressing needs and solving their core issues.
Empowering Humans to Be Human
Apr 7, 2020
ShepHyken - Shep Hyken interviews Vit Horky. They discuss his book, Customer Service in the Transhuman Age, and ways AI and other tech can support customer service agents.
Contact Centers Value AX. It's Time Contact Center Executives Do, Too.
Apr 1, 2020
ICMI - Experience is the oxygen of organizational success. On one hand, you have customers, who hold businesses to the highest standard when it comes to every point of contact with your business. On the other hand are your contact centers, agents – who work with your customers nearly every minute of every day. Despite this, if customer experience (CX) and agent experience (AX) are two sides of the same coin, rarely does the C-Suite treat them equally in practice.
Transform Your CX from Good to Great by Treating Your Agents Right
Mar 3, 2020
Contact Center Pipeline - Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting impressions and supports more engaging customer experiences (CX). But, while CX continues to play an outsized role as a competitive differentiator, best-in-class contact centers are increasingly replicating the same type of customer-centricity to the agent experience. Contact centers make significant investments in process and technology to power seamless, effective engagements with customers. However, without also focusing on reduction of agent friction their ability to bring those exceptional customer experience to life can fall flat.
4 Customer Service AI Applications That Work Today
Mar 1, 2020
CRM Buyer - The concept of artificial intelligence improving emotional intelligence might sound like a paradox. A coded algorithm is not the most natural supplement to human empathy, after all. However, customer experience (CX) leaders understand that AI-powered technologies can transform the way businesses understand core audiences.
Want to Accelerate Your CX? Look at the Agent Experience
Feb 13, 2020
customer THINK - In the Experience Economy, brands survive and thrive on their relationship with customers. Long-term growth hinges on exceeding rapidly growing expectations, and meeting core audiences across a growing list of digital channels. That said, best-in-class experience strategies do not rest entirely on strategies for customers themselves – they are but one-half of the equation. Equally as important are contact center agents, who sit on the front line as powerful brand ambassadors. If agents don’t have the tools and training to be the best resources to customers, how can customer experience (CX) be effective?
Embracing private mobile messaging in customer service
Feb 5, 2020
CUSTOMER - The importance of meeting and exceeding customer expectations is crucial to being successful in business. With customer demographics constantly evolving, it’s vital for businesses to keep up with changing demands and attitudes to understand what really matters in the customer experience journey.
Three Major Predictions for the 2020 Contact Center
Jan 22, 2020
Contact Center Pipeline - In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse. And at the same time, businesses are striving to meet and exceed a moving goal post of customer preferences, influenced by a wide array of competitors.
But it isn’t just shifting customer expectations that’s concerning contact center leaders—it’s also economic uncertainty just as businesses are entering 2020 planning. It begs the question, how can contact centers ensure sustainable growth through CX when there are so many unpredictable variables in store during the coming year?
It's Time For Businesses To Communicate Like People
Jan 21, 2020
Forbes - Between texts, messaging apps and other forms of social media, the web of communication people use to connect with their friends and family around the world is growing ever wider. There’s an effortless navigation of channels, especially among digital natives like millennials and members of Generation Z, that’s reshaping the very way interpersonal connections are built and maintained.
As technology continues to infuse itself throughout our personal lives, it’s having an irreversible effect on the way we view consumer-to-brand communication. But why do we as business owners and entrepreneurs often lag behind consumer trends? Why don’t we talk like consumers to consumers?
Where Voice Experiences Fit in Customer Service
Jan 14, 2020
CMS WiRE- As companies look to provide customers with better customer experience (CX), an increasing number are turning to voice solutions to provide quicker and better service in their contact centers.
The popularity of voice response has grown thanks in large part to the commercialization of Apple’s Siri, Amazon’s Alexa and similar technologies as well as customers' desire to contact companies while driving or at other times when using touchtone interfaces aren’t possible, said speech technology consultant and DMG Consulting CEO, Donna Fluss.
Three Reasons to Transition to a Cloud-based Contact Centre
Jan 10, 2020
In 2019, cloud technology is an enterprise mainstay, deployed in hundreds of different contexts. Recent research shows that 96 percent of organisations are using cloud computing in some form or fashion.
For contact centres, cloud is being deployed to not only address the increasing customer expectations, but also to achieve greater business agility, in turn empowering the entire landscape from IT to the agents. Moving from on-premises to cloud contact centre technology provides greater flexibility, scalability and efficiency.
Channels Collide as Physical and Digital Converge
Jan 9, 2020
destination CRM - Cusotmers today communicate with companies, and vice versa, over more channels than ever, with a variety of options—social media, text, email, mobile, the Web, telephone, and even in-store—all being part of the mix. It’s not uncommon for a single interaction to take place over more than one channel.
In fact, omnichannel itself is the critical channel of choice, but preferences go much deeper than that: Consumers want to be able communicate with companies via a blend of both digital and physical channels, recent research from the CMO Council found.
Promoting a digital-first mentality throughout the contact center
Dec 3, 2019
For the past decade, contact centers have been focused on cutting costs to keep bottom lines healthy – a support function, not a growth driver. But increasingly, due to the rise of digital-natives like Millennials and Generation Z, consumers are demanding that brands overhaul their approach to customer service and communication. Customers want to engage with organizations through the digital channels they love like WhatsApp or Facebook Messenger, or save time by using chatbots. As the frontline of any customer experience strategy, contact centers are now charged with leading the shift toward digital.
Three trends to watch in CX for 2020
Dec 2, 2019
BizReport - The customer experience continues to be an integral part of brands' strategy, but providing a solid customer experience remains a struggle for some. Here are three ways brands may improve their CX strategy in 2020.
Three Major Predictions for the 2020 Contact Center
Dec 1, 2019
Contact Center Pipeline - As customer experience continues to stand out as the leading brand differentiator, the contact center remains a vital resource in brand success. During times of uncertainty contact centers can reduce costs without sacrificing customer satisfaction, and during times of growth it can push the organization even further ahead. Ahead of the New Year, here are the top three 2020 predictions to keep in mind for planning.
With Gamification, Contact Centers Can Be Fun
Nov 25, 2019
Destination CRM - It’s no secret that contact center agents can have thankless jobs. They spend their days dealing with other people’s problems, and satisfying customer demands is constantly becoming more difficult. The workflow often varies dramatically. The hours can be challenging. The pay is usually modest. The rapid pace of technological evolution means they need to continuously update their skills. And a pat on the back or words of encouragement might not come often enough.
How agents can stay relevant during digitalisation
Nov 20, 2019
MyCustomer - Like most industries, contact centres and the agents they employ are having to adapt to the rise of digital. More and more customers today are choosing to interact with contact centres through digital channels – such as social media, chatbots and messaging – and businesses have responded to this trend. More than two-thirds (67%) now offer online chat with a live representative and 59% offer communication through social media, both of which have increased in prominence over the last 12 months. With technology playing a greater role on both sides of the contact centre, what does the ongoing move towards digital customer interactions mean for agents?
NICE inContact Ups the Bar with WFO
Oct 29, 2019
- NICE inContact, the reigning leader in the contact center-as-a-service (CCaaS) market, according Gartner’s recently released CCaaS Magic Quadrant for North America, used the backdrop of this week’s ICMI
fall conference for contact center professionals to highlight two elements of the Fall 2019 software update for its CXone platform.
3 Tips to Better Handle the Holiday Rush
Oct 17, 2019
ICMI - Given customer experience’s (CX) role as a competitive differentiator, contact centers need a strategy in place now that prepares agents with the skills they need to power exceptional experiences, both over the phone and increasing through digital messaging. With the holiday season around the corner, here are three top tips for getting your agents – both seasonal and permanent – ready for the winter rush.
Working Up the CX Maturity Curve
Oct 3, 2019
SMART Customer Service - Companies today are operating in an experience economy, where customer experience (CX) serves as the number one competitive differentiator. Traditional indicators of industry leaders, such as product, innovation, and price, fail to create the lasting emotional connections that yield customers for life, so getting CX right is a high priority. It's a challenge many businesses are willing to tackle head on. Forrester Research's U.S. Customer Experience Index revealed that 14 percent of companies significantly improved their CX Index scores over the past year.