omnichannel basics

What You Need to Know About Omnichannel

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Today’s customers expect omnichannel customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the […]

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Reviewing call recordings to train call contact center employee and for compliance.

Top 4 Reasons Why Call Recording is Critical to Contact Center Success

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Call recording software is a foundational component of contact center operations but often under valued and taken for granted. It’s a bit like the plumbing in your house. The pipes are laid when your house is built, and it’s always running in the background and powering appliances like your dishwasher, washing machine, etc., but you’re […]

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move to cloud

Moving to Cloud: A Must for Contact Centers

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Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated.  Cloud has matured far beyond its early beginnings nearly 2 decades ago. But while the underpinning technology has been well […]

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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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Transform Citizen Connections with Cloud

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Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times. Contact […]

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quality monitoring

What Is Call Quality Monitoring?

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“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls. […]

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quality management

What is Quality Management Analytics?

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You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using quality management analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes […]

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gdpr

Final Countdown to GDPR Compliance – Is Your Contact Center Ready?

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The General Data Protection Regulation (GDPR) becomes effective on May 25, 2018. For many companies, this means procedural changes as well as changes to contracts and new product features to comply with various requirements of the GDPR. NICE inContact is no different and over the past year we have been reviewing our internal processes and […]

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