CX excellence

Get Recognized! Submit Your Company to the NICE inContact CX Excellence Awards

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NICE inContact customers are known for their innovation and excellence in providing extraordinary customer experiences. That’s why we’ll again be recognizing our customers’ outstanding achievements at Interactions 2018 with the NICE inContact CX Excellence Awards. We’re looking for candidates now and are calling for submission now through March 1, 2018. You can get a complimentary […]

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live agents

Best Practice Number Two: Design Self-service to Mimic Your Live Agents

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Last month, we posted a blog that describes how you should begin your company’s self-service transformation by identifying the call center processes where incremental steps toward automation are most likely to be successful. In this entry, we’ll discuss how to design the self-service now that you have chosen inquiry types to automate. The best place […]

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contact center attrition

5 Tips to Lower Contact Center Attrition

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Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent […]

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outbound calling

The Secret to Better Outbound Calling? Stop Playing Games!

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As children, my friends and I thought it was fun to ring our neighbor’s doorbell and then hide.  We would hide and wait for them come to the door expecting someone to be there. We would snicker from our hiding place watching how frustrated they would get when no one was there.  And — for […]

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schedule adherence

5 Tips for Improving Contact Center Schedule Adherence

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The backbone of managing labor within a contact center is often centered on a workforce management (WFM) system. WFM systems are responsible for forecasting the volume of contacts (phone calls, chats, SMS, email, etc.) and scheduling the staff required to handle that forecasted volume. Schedule adherence is simply the measurement that quantifies the percentage of […]

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after call work

That’s a Wrap: 2 Simple Ways to Trim After Call Work

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After call work (ACW) is a lot like holiday shopping. You leave your “interaction” at the mall and arrive home with your arms full of boxes and bags and gifts. You wouldn’t simply throw it all in a heap for the recipients to sort out later, would you? Of course not. Instead, you carefully wrap […]

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