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Article : 5 Ways to Improve the Contact Center

#contactcenterworld, @inContact

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Here are some of the things we learned:

  • Nearly half of all inbound contact center interactions are for the purposes of asking for help

  • Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot

  • Only about a third of consumers are happy with their last interaction

  • Most interactions occur over the phone. However, those who use chat tend to be more satisfied because chat is considered quick, easy and convenient

  • 81 percent of those surveyed say they’d switch to another company if they’ve had a bad customer experience but over 80 percent also say they would be willing to reward companies who give great service by going out of their way to buy again and even recommend the company to a friend

What does this mean? Here are five key takeaways, in no specific order, to improve contact center performance.

  1. Be there when your customers need you. When customers call, they want their problems solved fast. Strive for an Occupancy Rate of around 80 percent. Also make sure you can accurately forecast call volume and create the right staffing plan. If you do these two things, chances are your callers are going to get help the help they want fast. Workforce management (WFM) software can help. WFM software is no longer for big contact centers. Look for a solution that is tightly integrated into your contact center software. This will eliminate the need to manage WFM as a separate application as well as give you the best results.

  2. Focus on the results your customers want. Your customers want convenient access to people who can help them solve their problems quickly while being treated with respect. Strive to have your Average Speed to Answer under 10 seconds and your First Call Resolution (FCR)at around 70 percent. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR. Again, seamless integration with modern contact center software is key. Older systems often don’t provide convenient access to KPI metrics. In addition, consistency in following contact center processes is key to optimizing FCR. Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching.

  3. Let your customers contact you in ways that work best for them. We live in a digital world. More and more communication is now occurring over email, web chat, SMS and text messaging than ever before. Does your contact center support these communications channels? These digital channels are highly preferred because they are considered more convenient. If you have not added digital channels to your contact center, consider upgrading your contact center software to a solution that offers true omnichannel capabilities. This includes not only digital channels, but also advanced routing and giving agents the ability to simultaneously service voice, email and chat sessions concurrently.

  4. Listen to what your customers are trying to tell you. You need to listen to what the boss is telling you. No, not the CEO, your customers. When it comes to scoring contact center service, it’s the voice of your customer that really counts. If your customers are happy, then your business benefits. Customers will buy more and refer their friends to you. But if they are unhappy, you lose them – maybe for good. Consider using feedback tools that let your customers talk back. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends.

  5. Empower your Agents. Working in a contact center is tough. The work is stressful and highly repetitive. Each call is different and offers the possibility of placing an agent into a situation they may be ill-prepared for. Add to this, that agents must often interact with dozens of business systems and applications to research account history, order status, returns, billing and payment errors, support recommendations and more. So, consider giving your agents a single unified interface into your company’s systems. Better yet, consider using new artificial intelligence tools which make it easier for agents to quickly locate and access the information they need to assist customers.

There are many ways to improve contact center performance. Certainly, controlling cost and improving efficiency is important. But so is providing great customer service. Smart managers know that as call enter quality and service improves, efficiencies and cost reductions will naturally follow.

#contactcenterworld, @inContact


About NICE inContact:
Company LogoNICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
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Today's Tip of the Day - Consider The Options

Read today's tip or listen to it on podcast.

Published: Monday, March 18, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

Lexico Telecom

We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

Scopserv Integrated Services

The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

About us - in 60 seconds!

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