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1) Individuals looking for a contact center solution
If you're researching contact center solutions, we’ve got the answers to the important questions to consider and evaluate before making a decision. From learning the basics, to understanding the importance of the agent and customer experience for your organization, we’ve got you covered.
{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What is WEM?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eA new software category introduced by Gartner called Workforce Engagement Management (WEM) refers to the suite of products that helps companies manage and improve employee engagement.\u003c/p\u003e\n\u003cp\u003eThe primary areas of focus for WEM include:\u003c/p\u003e\n\u003cp\u003e-Onboarding and recruitment\u003c/p\u003e\n\u003cp\u003e-Quality evaluation and improvement\u003c/p\u003e\n\u003cp\u003e-Time management\u003c/p\u003e\n\u003cp\u003e-Task management\u003c/p\u003e\n\u003cp\u003e-Employee recognition\u003c/p\u003e\n\u003cp\u003e-Voice of the Employee surveys\u003c/p\u003e\n\u003cp\u003eIn the context of NICE inContact software, these items are included in the categories of Workforce Optimization and Customer Analytics. \u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software/workforce-engagement\u0022\u003eLearn more about WEM.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is a chat bot?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eA chat bot is designed to interact with a customer over text and would offer self -help before requesting a live agent for assistance. NICE inContact provide chatbot interactions for text based channels/contact that route using Studio. This is currently done though partners.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-resource-finder/ecsi-realizes-exceptional-gains-with-nice-incontact-advanced-chat-and-cobrowse-for-cxone\u0022\u003eLearn more about a chat bot.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is the difference between a call center and a contact center?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eCall centers and contact centers are both focused around providing interactions for customers. The primary difference between the two are the modes of interaction. Call Centers are focused on taking inbound and/or placing outbound phone calls to their clients. Contact Centers employ a broader range of options to communicate with their clients, including (but not limited to) phone calls, chat, SMS (text), e-mail, social media, and other self-service channels. While a call center agent may be able to take calls for a variety of skills, they are typically limited to one call at a time. A contact center agent may have the capacity to handle a phone call, two chats, an SMS, and three e-mails at the same time - making them a much more utilized employee!\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software\u0022\u003eLearn more about the difference between a call center and a contact center.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"Are customers really trying to reach me via messaging apps?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eWith the rise of messaging and social networks, digital engagement couldn\u0027t be more important. With over 90% of Millennials and 77% of Generation X using social messaging services today, there is a paradigm shift of how these generations prefer to communicate given the ease of use and expansive adoption not only by individuals and businesses alike. Customers are increasingly turning to ways to engage with companies in a messaging environment and often asynchronously. Consumers are increasingly on the go and connected to mobile devices and as such, require channels that offer flexibility to service their needs. CXone helps you fully engage your contact center agents with the ability to provide world class service with contextual, intelligence across the digital interactions to best service customers on their preferred method of communication.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software/omnichannel-routing/interaction-channels\u0022\u003eLearn more about interaction channels.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"How important is the customer experience?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eIn an age where consumers of all stripes are informed, smart and have limitless options; companies are now looking to differentiate themselves on delivering an exceptional user experience to stand out above competitors. We live in a largely digital, experience-driven economy. So finding ways to create meaningful experiences for customers is the new currency for success. What made companies successful 10 years ago will not make them successful for the next 10 years. Adopting new ways to create a frictionless customer experience where customers engage your business on the channels of their choice and enjoy a personalized experience will reward companies with their loyalty, advocacy and business.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-solutions/customer-experience\u0022\u003eLearn more about customer experience.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is speech analytics?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eSpeech Analytics is the process of using recorded calls to gather information about the terms and phrases being used in a conversation for both the agent and customer. These terms and phrases identified can be used in many ways to categorize interactions in a meaningful way, and used to identify ways to improve processes, procedures, customer retention, etc.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/blog/why-does-your-contact-center-need-speech-analytics\u0022\u003eLearn more about speech analytics.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"How is customer frustration detected in analytics?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eWe detect the specific issues that can drive problematic interactions \u0026ndash; broken promises, process inefficiencies, product issues, highly negative statements, and so forth can produce customer irritation. That\u0027s the linguistic rules. We then use machine learning to see whether the type and number of issues exceeds as business-as-usual level of negativity that we expect when people call contact centers, because callers usually are reaching out because something has gone wrong somewhere along the line or they have a problem they can\u0027t solve by themselves.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software/analytics/interaction-analytics\u0022\u003eLearn more about reporting analytics.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"How does the analytics speech engine work to uncover trends?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eInteraction Analytics Pro uses speech recognition to find the terms and phrases in context of the conversation to detect what agents and customers are talking about. Top occurring keywords, phrases, and entities are surfaced in IA Pro in many ways. A trending category of \u0026ldquo;Sound Quality\u0026rdquo; could emerge if several calls are being analyzed and found interactions where a spike in speech has been detected around categories that match speech about \u0026ldquo;can\u0026rsquo;t hear\u0026rdquo; or \u0026ldquo;can you repeat that\u0026rdquo;, and can be an indicator of an issues around sound quality for customers. Another example would be a company releasing updates to its website, and negative keywords or phrases are being detected that are about \u0026ldquo;website\u0026rdquo;, such as \u0026ldquo;I can\u0026rsquo;t log in to my account\u0026rdquo;, or \u0026ldquo;I can\u0026rsquo;t reach the URL\u0026rdquo;, \u0026ldquo;links are broken\u0026rdquo;, etc., and this could surface in the keywords chart or entities chart and the sentiment chart, indicating a trend about the new website updates that are negative, and something that needs to be investigated. Trending issues are surfaced in many ways to not only alert users about emerging issues, problematic products and services, but also trends that are positive, such as customer satisfaction with a new product or new process.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software/analytics\u0022\u003eLearn more about analytics software\u003c/a\u003e.\u003c/p\u003e"}},{"@type":"Question","name":"What channels can be used to deliver surveys to customers?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eNICE inContact Feedback Management can deliver surveys through the main channels that your customers use to engage with your organization. \u003c/p\u003e\n\u003cp\u003eDeliver surveys via IVR phone systems, SMS text messages, web chat, website forms and pop-ups, and email. SMS messages can be conversational (one question at a time) or a one-time link to a web survey. \u003c/p\u003e\n\u003cp\u003eSurveys can be sent following an inquiry or transaction, as well as periodically as relationship survey. Transactional surveys focus on customer satisfaction (CSAT) and ease of effort (CES). Relationship surveys focus more on loyalty (intent to purchase again) and promotion (inclination to recommend) as measured by the Net Promoter Score (NPS). NPS was co-created by NICE Satmetrix, which powers NICE inContact Feedback Management.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software/analytics/customer-surveys\u0022\u003eLearn more about customer satisfaction surveys.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"How do you practice customer service?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eThe practice of customer service is at the heart of every business today. But how do you deliver on the best practices of customer service that will truly distinguish your business from those of your competition? There will be some variations depending on whether your business primarily services consumers (B-to-C) or other businesses (B-to-B), but here are some customer services practices that will help any organization. \u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMake it easy for your customers to reach you.\u003c/strong\u003e Reducing customer effort is an important practice of modern customer service and offering customers the convenience of reaching you how and where they want to plays an outsized role in reducing customer effort. For many customers today that means offering customer service on dozens of digital messaging and social media options, in addition to traditional chat and email, is critical.\u003c/p\u003e\n\u003cp\u003e \u003cstrong\u003eFocus on speed and personalization.\u003c/strong\u003e Resolving customer issues fast \u0026ndash; and on the first try is one of the most important customer service attributes that customers regularly state as a top priority. Personalization is a related goal that practitioners of great customer service know is important. This means that customers never have to repeat information about their accounts or prior purchases because agents have a complete profile in front of them during a customer service conversation, which also helps speed, but it also enables personalized offers and different tiers of service for your most valuable customers.\u003c/p\u003e\n\u003cp\u003e \u003cstrong\u003eEstablish agent experience as a priority. \u003c/strong\u003eOne of the most important drivers of great customer service is great agent experience. If you practice the mantra of happy agents = happy customers this will go a long way to aligning your customer service organization for success. Formally tracking agent experience programs and scores can identify the areas that are most important to your team. \u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eUse analytics and AI to target continuous improvement.\u003c/strong\u003e Behind every great customer service agent is a supervisor who can coach their team to improve their skills and deliver even better results for customers. Of course supervisors cannot listen to every call or read every chat to provide insightful feedback and specific coaching opportunities. However, modern customer service practitioners can now be equipped with advanced analytics that are powered by artificial intelligence (AI). These analytics and AI systems can \u0026lsquo;listen\u0026rsquo; or \u0026lsquo;read\u0026rsquo; 100% of all customer interactions and provide targeted feedback that agents and their supervisors can use to improve the practice of customer service.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-solutions/digital-customer-service\u0022\u003eLearn more about how to practice customer service.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"Why is the customer experience important?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eEnsuring a positive customer experience is how you build brand loyalty and get your customers to tell others about their encounter with your business.\u003c/p\u003e\n\u003cp\u003eLearn more about why customer experience is important.\u003c/p\u003e"}},{"@type":"Question","name":"What is customer experience cx?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eThe accumulation of impressions that customers develop at all points of their journey with a product and service provided by an organization. Customer Experience (CX) is the way to differentiate your brand from others in the marketplace.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-solutions/customer-experience\u0022\u003eLearn more about customer experience\u003c/a\u003e.\u003c/p\u003e"}},{"@type":"Question","name":"Why should I care about agent satisfaction?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eAgents are the most critical resource in a contact center and there is a constant challenge of keeping them motivated and engaged. \u003c/p\u003e\n\u003cp\u003e1. Agents are in the frontline engaging with customers day in and out and improving agent experience directly impacts customer experience. As per research by Gartner and 87% of Customer experience (CX) executives agree that agent experience is the most critical driver of customer experience. \u003c/p\u003e\n\u003cp\u003e2. Agent attrition is the highest across various industries. Upto, 25% churn in a year or more. Rehiring, training and onboarding agents gets not just costly, but impacts customer service since tenured agents have a higher impact.\u003c/p\u003e\n\u003cp\u003eDriving agent experience involve looking at several aspects \u003c/p\u003e\n\u003cp\u003e1) Investing in the right tools for agents so they can get speed and efficiency - a truly unified desktop, ability to pivot channels within the same interactions, access to customer data as well as SMEs across the organization are just a few to name. All these result in a lower handle time and improved first contact resolution, that directly impact CX\u003c/p\u003e\n\u003cp\u003e2) Training is very critical for agents and getting them trained in more channels, more complex interactions requires investment in training processes as well as tools to identify and bridge the skill gap. All of this has to be done in a short window since most contact centers don\u0027t get the luxury of long onboarding and training times \u003c/p\u003e\n\u003cp\u003e3) Getting true visibility and alignment on overall goals will boost agent satisfaction and investment in employee incentives, team based gamification tools can help drive consistencies in performance\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/blog/5-signs-you-need-to-improve-your-contact-centers-agent-experience\u0022\u003eLearn more about agent satisfaction.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is a virtual assistant?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eA Contact Center Virtual Assistant is called a Virtual Agent where a Live Agent repetitive tasks are accessed via an AI, natural language application program that understands conversational voice or text. Ultimately, a Virtual Agent completes a task for a user in a self-service manner allowing Live Agents to focus on more complex or high-touch workload. Over the last couple years, the voice and text-based Virtual Agents have grown in popularity as well as capabilities. By speaking or typing in a conversational manner, the Virtual Agent can understand the specifics commands within the request and map it to a particular response or ask additional clarifying questions. By allowing an end user to communicate in a conversational manner like they would with a Live agent, end users customer satisfaction increases with a higher chance of completing specific, defined task in a self-service manner.\u003c/p\u003e\n\u003cp\u003eIn the larger Technology space the use of virtual assistant are more user-focused like Siri to manage daily user actions such as scheduling, calling, and performing repetitive tasks.E38\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software/automation-ai\u0022\u003eLearn more about virtual assistant.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is the difference between a chat bot and a virtual assistant?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eWithin a Contact Center, a Chatbot is a type of Virtual Agent. Generically, Chatbots refer to an AI Bot (or Virtual Agent) supporting the text-based channels (such as Chat, SMS, Email, Social, Messaging, etc.).\u003c/p\u003e\n\u003cp\u003eIn the IT space, the use of virtual assistance is different from the use of Chatbot, with the end-user focus of completing \u0026lsquo;my individual tasks\u0026rsquo; vs providing answers and task completion for the contact center.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software/automation-ai\u0022\u003eLearn more about the difference between a chat bot and a virtual assistant.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is the difference between AI and machine learning?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eMany use the terms AI and Machine Learning interchangeably, but AI refers to the the decision making capabilities of the system, while Machine Learning allows the system to learn new things from the data.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software/automation-ai\u0022\u003eLearn more about the difference between AI and machine learning.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is an ACD?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eAn automatic call distributor (ACD) is a type of software that allows contact centers to distribute inbound calls, emails, SMS, and social media messages to agents based on customer needs and agent skill sets. Instead of simply sending inbound requests to any available agent, ACD systems categorize calls and messages and then automatically check to see which available agent has the most relevant skills and experience to help the customer.\u003c/p\u003e\n\u003cp\u003eAn ACD provides benefits such as increasing customer satisfaction with personalized voice and digital interactions. Additionally, it empowers agents to engage in smart interactions with customers.\u003c/p\u003e\n\u003cp\u003eNICE inContact CXone provides an ACD with a skills-based omnichannel routing engine that intelligently connects customers to the best resource. It provides a universal queue for 30+ channels, all with a consolidated omnichannel agent application with customer context.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software/omnichannel-routing/automatic-call-distribution-acd\u0022\u003eLearn more about ACD.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is the cloud?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eCloud is the on-demand availability of computer system resources for compute power and data storage without the need for direct management of the system.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-resource-finder/hosted-vs-cloud-native-differences-video\u0022\u003eLearn more about cloud.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is FCR?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eFCR stands for First Contact Resolution, or First Call Resolution if you are referring to voice-only interactions.\u003c/p\u003e\n\u003cp\u003eFCR is a key contact center metric that indicates if you were able to resolve a customer\u0026rsquo;s inquiry or problem on the first interaction, without the need for transfers, follow-ups or escalations. The higher your FCR, the better. \u003c/p\u003e\n\u003cp\u003eA high FCR helps boost your CSAT, increase agent productivity and reduce operational costs. To improve FCR consider adding the following to your contact center: \u003c/p\u003e\n\u003cp\u003e\u0026bull; Skills-based routing to connect the customer to the most capable agent right away.\u003c/p\u003e\n\u003cp\u003e\u0026bull; Analytics to discover what is preventing customer questions or issues from being resolved on the first contact.\u003c/p\u003e\n\u003cp\u003e\u0026bull; Performance management to identify where agents might need additional training so they have the knowledge and skills to answer customers\u0026rsquo; questions on the first touch.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software-company/glossary/what-is-contact-center-first-contact-resolution-fcr\u0022\u003eLearn more about FCR.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What are the top call center KPIs?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eThe most impactful KPI\u0026rsquo;s are those which simultaneously affect both customer satisfaction and contact center efficiency. Two such KPI\u0026rsquo;s include Customer Satisfaction (CSAT) and First Call Resolution (FCR).\u003c/p\u003e\n\u003cp\u003eCSAT is an \u0026ldquo;outside in\u0026rdquo; measurement that reflects customer approval of services received. Satisfied customers value rapid, accurate, personalized and low-effort interactions. When a contact center can deliver on these qualities, they do so because they have implicitly identified and eliminated inefficiencies. \u003c/p\u003e\n\u003cp\u003eFCR is an \u0026ldquo;inside out\u0026rdquo; measurement that reflects a contact center\u0027s ability to resolve an issue on the first interaction. When a contact center can resolve an issue in a single interaction, it means they have the right levels of self-service assistance, well trained and empowered agents and systems to accurately connect customers to the right resources.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-resource-finder/top-kpis-for-managing-your-contact-center\u0022\u003eLearn more about the top call centers KPIs.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"Everybody is talking about digital, should I be as well? Why?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eDigital and Digital Channels aren\u0026rsquo;t new, after all Chat and even Email are digital channels and they\u0026rsquo;ve been around for decades. What\u0026rsquo;s new is that we\u0026rsquo;ve reached an inflection point where the prevalence and relative importance of Digital Channels have caused a shift in the way Contact Centers must operate. Forecasting, Routing, Recording, Monitoring, Agent Experience, Reporting and Analytics are all changing to be optimized for the asynchronous nature of Digital Channels.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-solutions/digital-customer-service\u0022\u003eLearn more about digital customer service.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is digital transformation?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eDigital Transformation can mean a lot of things, which to a great extent is why many Digital Transformation projects\u0027 mission creep. For the Contact Center there are a number of technology challenges to address, but many of the most difficult transformations are philosophical. How do I forecast agents when they are work on such diverse tasks? How do I measure productivity when service levels vary so widely? Transformation is a foundational change, and like any change, it is going to take the whole organization to succeed, and they need to expect to be operating outside of their comfort zones. To give yourself the best chance at success, acknowledge the expected discomfort, establish a clear vision for the transformation, then execute it as you would your most critical change management processes.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-solutions/digital-customer-service\u0022\u003eLearn more about digital transformation.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What are the principles of customer service?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eWhen consumers think of exceptional customer service, two things come to mind: quick resolution and personalized services. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to function as advertised, and expedient resolution of issues. But, a key difference is that what might be an inconvenience for a consumer, could have catastrophic consequences for an enterprise. If the Wi-Fi is out when you want to stream Netflix, that\u0026rsquo;s frustrating. If systems management software shuts down, that could bring an entire business to a grinding halt.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/blog/3-essential-ingredients-to-digitally-transform-customer-service\u0022\u003eLearn more about the principles of customer service.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"How can you improve customer experience in a call center?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eWhen trying to improve customer experience in the call center it can feel overwhelming. Where do you start? There are a lot of different opinions, but one of the best places to start is by listening to your customers and examining your metrics. Who better to involve in your plan to improve the customer experience than those stakeholders you are hoping to impact? You can listen to your customers by asking for their feedback and examining analytics to identify your strengths and opportunities. Your metrics can also help point out to you where your customer experience is faltering. Then using a cost-benefit analysis approach, you should prioritize your customer experience initiatives. While we often look for a silver bullet to improve the customer experience in the form of technology and software - there is no fast pass to CX. While technology plays a big role in your customer experience, don\u0027t forget to look inward as well - at your people and processes. Your people play a critical role in your customer experience, so CX initiatives should also impact your hiring, onboarding, training and development programs as well.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software\u0022\u003eLearn more about how to improve customer experience in a call center.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is the difference between inbound and outbound contact center?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eInbound contact centers react to incoming calls or contact requests from digital channels and route them to an available agent or self-service option as appropriate to fulfill the customer needs. Outbound contact centers initiate contacts to customers proactively providing customer service effort, anticipating the customer\u0027s needs and offering communication to address those needs. These communications can be initiated on voice and digital channels and provide high customer satisfaction when combined with aligning to stated customer preferences.\u003c/p\u003e\n\u003cp\u003eLearn more about the difference between inbound and outbound contact center.\u003c/p\u003e"}},{"@type":"Question","name":"What is a blended contact center?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eTraditionally a blended contact center is one that allows agents to seamlessly move between inbound and outbound activity to achieve higher agent utilization by using agents to make outbound calls when inbound demands are low, or temporarily using outbound agents to assist with inbound spikes in activity. The next generation of blended contact center is an Omnichannel Blended Contact Center, which allows agents to work voice and digital channels concurrently and manages the work load appropriately for each agent based on their training and skill.\u003c/p\u003e\n\u003cp\u003eLearn more about blended contact center.\u003c/p\u003e"}},{"@type":"Question","name":"What is a unified queue?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eA unified queue is where all digital and voice contacts are prioritized and route to the right resources based on the rules and skills and channels those agents have available. The advantages of a unified queue include that it doesn\u0026rsquo;t consider the same agent across different routing engines that can\u0026rsquo;t see each other, and it ensures real time presence across all channels so the right decisions are made.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software/omnichannel-routing/automatic-call-distribution-acd\u0022\u003eLearn more about unified queue.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is routing?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eRouting is the decision made by contact management software to send a contact to the most appropriate resource.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/call-center-software/omnichannel-routing/interactive-voice-response-ivr\u0022\u003eLearn more about routing.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What role does AI play in the contact center?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eWhat\u0026rsquo;s exciting about AI is how it\u0026rsquo;s transforming contact center solutions in different ways. First, self-service. AI is augmenting conversations with virtual assistants that provide instant help. Second, it\u0026rsquo;s anticipating needs: AI and Big Data will help to predict customer needs. And third, by automating where possible (and where it makes sense), AI is saving valuable human agents for those interactions where they\u0026rsquo;re needed most. AI-powered solutions are helping contact centers deliver a better customer experience \u0026ndash; with faster resolution through conversational self-service and smarter agent-assisted channels with more personalized services that can make all businesses \u0026lsquo;feel local\u0026rsquo;. The thing with AI is, there are benefits for everyone. When it comes to how AI impacts the day-to-day for supervisors and agents, think more efficiency. Less repetitive work and much better optimization of contact center decisions. When FAQs are handled by self-service, agents can focus on higher-value tasks and field fewer repetitive questions. Plus, AI can reduce their training time \u0026ndash; with better routing to only focus on specific skills and Agent Assistant bots to help them work smarter. For businesses, AI can mean substantial cost savings (accurate staffing, self-service containment, lower AHT), happier customers (higher CSAT), and better employee retention (happier, more engaged agents).\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/blog/defining-artificial-intelligence-say-hello\u0022\u003eLearn more about the role AI plays in the contact center.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"How can I improve my digital experience?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eCompanies investing in the improvement of their customer experience focus on mapping the customer journeys of their consumers across different segments, socio demographic groups and buying segments. They recognize their channel preferences, most frequent inquiries, and any behavioral trends affecting their preferences for receiving timely customer service. Applying these consumer insights to contact center processes is essential to delivering an omnichannel customer experience by leveraging digital channels, automation via chatbots and intelligent assistant, and utilizing the most recent tools for delivering outstanding customer experience.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/blog/7-steps-to-deliver-digital-first-omnichannel-experiences\u0022\u003eLearn more about how to improve digital experience.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What is a digital journey?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eCustomer digital journey is the process a customer follows in order to get a product or service using digital channels. Digital journey may include a customer asking a question or sending an inquiry by using email, live chat (web chat), social media networks such as Facebook, Twitter, LinkedIn, Instagram or social messaging such as Messenger, WhatsApp, WeChat or iMessage.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\u0022/blog/3-essential-ingredients-to-digitally-transform-customer-service\u0022\u003eLearn more about digital journey.\u003c/a\u003e\u003c/p\u003e"}},{"@type":"Question","name":"Why is digital transformation important?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eAs customers expect companies to respond to their inquiries on any channel they use for communication with their peers these days, companies need to digitally transform their operations to satisfy the customers. Digital transformation affect the entire organization across finance, marketing, sales, product development, human resources and operations. Without digitally transforming customer service operations, consumers would be left with a service not satisfying their needs, and potentially leave to their next alternative option. Companies that have successfully digitally transformed their contact center operations report higher customer satisfaction, higher productivity of their contact center agents, and higher revenues through more efficient upsell and cross-sell efforts.\u003c/p\u003e\n\u003cp\u003eLearn more about the importance of digital transformation.\u003c/p\u003e"}},{"@type":"Question","name":"What are the different types of customer service?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eCustomers expect service in more ways than ever before. To summarize, here\u0027s the common types of customer service. \u003c/p\u003e\n\u003cp\u003e1. Surely, the oldest type of customer service is on-site; think good old corner store where the sales person knew you by name. \u003c/p\u003e\n\u003cp\u003e2. Phone customer service is still around and while digital is on the rise, voice will continue to be an important way to interact with customers. \u003c/p\u003e\n\u003cp\u003e3. Within digital customer service, the more traditional channels are Email and Live (or Web) Chat.\u003c/p\u003e\n\u003cp\u003e4. Other types of customer service include self-service (via voice with a simple IVR or more advanced Voice Portal automated solutions, as well as digital with chat bots). \u003c/p\u003e\n\u003cp\u003e5. More recent additions include Customer Service using Text / SMS, and a number of social channels such as direct messaging in Twitter, Facebook or WhatsApp and many others, as well as and social listening.\u003c/p\u003e\n\u003cp\u003eLearn more about customer service.\u003c/p\u003e"}}]}