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The future contact center will make use of artificial intelligence (AI) to better route customers to the appropriate agent and analyze and react to emotions to improve the customer experience.
A recent report by Aberdeen Group entitled, Cognitive Customer Experience: The Future Is Here found that the implementation of cognitive technologies can play a key role in meeting elevated customer expectations with contact center solutions.
While analytics of data plays a large role in the advancement of contact center solutions, natural language processing (NLP) has also pushed customer support technology forward.
Earlier this year, MBLM's 2017 Brand Intimacy Report ranked the brands that induce the most brand intimacy for customers, this time paying attention to younger consumers who fall into the so-called Millennial generation. The study is compiled by analyzing the responses of 6,000 consumers and 54,000 branding evaluations in the U.S., Mexico and the United Arab Emirates.
NICE announced this week that it has been honored with not one, but two awards from CUSTOMER magazine. The cloud-based NICE EVOLVE WFM garnered a 2017 product of the year award, and NICE Adaptive WFO earned the publication's first ever Workforce Optimization Innovation Award.
Stephan Spencer is an internationally recognized SEO expert, author, and speaker. His website is stephanspencer.com, and he recently shared his tips for link building and the importance for a website.
Recently, NICE announced the arrival of NICE Quality Central. The quality management solution takes all forms of customer interaction data, puts it through a rigorous evaluation process, which results in a holistic view of performance, actionable insight and improved overall operations.
Virtual Observer is a call recording and quality assurance solution for enterprises and contact centers. It stands out amongst the competition by offering a user friendly feature set that helps companies meet customer requirements, thus improving customer satisfaction.
Patience should be at the top of call center management's list when it comes to ideal traits in an agent. Customers can sense when a support agent is going to be patient and take the time to solve the problem and when he or she simply wants to get off the phone.
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