With contact center compliance getting more difficult, contact center managers seek solutions.

Avoiding the Mounting Contact Center Compliance Squeeze

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Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources. Luckily, call center analytics software can help alleviate much of these compliance […]

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exceptional CX

Great Customer Experience has the Power to Accelerate Growth

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Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice. Technology all but makes time and place irrelevant by providing anytime, anywhere access to almost anything. If any organization is perceived […]

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social customer service

4 Ways to Utilize Social Customer Service Agents More Effectively

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Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service. Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with. In short, social customer service is the […]

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selfservice

Finding the Right Self-service Mix in Your Contact Center

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Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can […]

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artificial intelligence

Artificial Intelligence is Transforming Customer Care

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Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages?  Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge. It’s not surprising that many contact center […]

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SLA

Alexa, How are My SLAs Doing?

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As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.  The company continues to develop innovative applications, from integrating with its proprietary reporting platform, Omegalytics, to harnessing […]

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customer service agent

A Day in the Life of a Customer Service Agent

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So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. It’s no surprise that brands are becoming more customer-focused, because it seems like every day a new study is published about the importance of making customers happy. But […]

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