what is automatic call distribution?

What is Automatic Call Distribution (ACD)?

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Great customer experience has many components, but one of the most important tasks for contact centers is routing customers, regardless of channel, to the best agent possible. Though the name is a bit outdated given that contact centers now handle calls, chats, emails, social, and SMS, an automatic call distributor, or ACD, has been the mechanism […]

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self service customer experience

Why Consumers Hate Self-Service And What Your Contact Center Can Do About It

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As contact center managers, we’ve heard a lot about how Millennials and Generation Z love solving their own customer service issues. And while that may be true for some, when it comes to getting problems and questions resolved, the majority of consumers still aren’t into the DIY method. According to our 2017 Customer Experience Transformation Benchmark Report […]

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reduce average handle time

8 Steps to Reduce Average Handle Time (AHT) in Your Contact Center

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One of the most important metrics contact centers measure today is Average Handle Time (AHT). Recently, we wrote about AHT best practices and how contact centers should shift their thinking from seeing AHT as an agent metric to an overall contact center KPI. In this blog, we outline a few practical steps you can take to […]

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millennials customer service experience

9 Ways Millennials Have Transformed Contact Center Customer Experience

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As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on […]

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call center agent productivity

5 Ways to Improve Call Center Agent Productivity

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It’s easy to say you want better call center agent productivity, but it’s a lot tougher to achieve it. Whether the issues are related to motivation, communication, or teamwork, each manager has different areas to address to improve employee performance. Check out the blog below for 5 best practices for boosting productivity in your contact center! Hire The Right […]

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first call resolution guide

9 Secrets to Improving First Call Resolution

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One of the most important statistics a contact center can measure is FCR or first call resolution (Note: with the expansion of communication channels like chat, email, text, and social media, FCR might be better described as first contact resolution). That’s the rate that examines whether or not a customer had his or her issue solved on the […]

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remote call center employees

5 Tips for Managing Remote Contact Center Agents

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With the fall of so many technological barriers, many businesses have warmed up to the idea of remote employees. For contact centers, adding agents that work remotely offers many benefits including helping reduce overhead, greater immunity from natural disasters, more flexibility with scheduling, and increased job satisfaction. Plus, contact centers are already pretty familiar with remote phone communication, […]

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call center coaching

5 Strategies for Improving Call Center Coaching Sessions

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Every contact center manager wants a team of agents that perform at optimum levels. The path to getting to that point, however, isn’t always easy. While building a strong group dynamic is important, managers must also nurture individual team members with helpful guidance and thoughtful coaching. As many managers know, there’s an art to delivering constructive […]

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call center agent qualities

8 Qualities of a Great Contact Center Agent

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Great customer experience can only be achieved with great contact center agents. Low-performing agents contribute to high rates of agent attrition, costing contact centers a significant amount of money every year. This means that identifying and recognizing important contact center skills is not only critical in the day-to-day work lives of hiring managers, it also has a direct impact […]

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idc marketscape for cloud contact centers

2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

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Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016). In the report, the research firm presents an assessment based on quantitative and qualitative characteristics that explain success in the market. We are proud to be placed in the Leaders category with the following […]

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