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TRAINING IN CONTACT CENTERS

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Industry Research : Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty

#contactcenterworld, @inContact

NICE inContact (Nasdaq: NICE) announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact center agents who are a vital link to improving customer satisfaction and loyalty. The State of Experience and Engagement in Today’s Contact Centers study, commissioned by NICE inContact and ICMI, polled over 150 agents across 20 different industries to better understand where they view their greatest impact on customer experience, serving as effective brand ambassadors, and inspiring brand loyalty and lifetime value.

Sitting on the front lines of the customer experience strategy, agents have an outsized role in ensuring long-term sustainable growth driven by the contact center. Research firm Gartner has found that 86% of customer experience executives rank employee engagement as a top factor in delivering improvements in CX. By easing key agent pain-points, eliminating skills gaps and handing agents the tools they need to succeed, contact centers can ensure consistent, engaging customer experiences that drive positive business outcomes.

Key findings include:

- The right tools can ensure, or hinder, the speedy resolution of customer inquiries: While 29% say that the top motivating factor for agents working in customer service is helping customers, 30% claim that the number one challenge in achieving that goal is inadequate or hard to use systems – more than double the second rated choices (management or customer emotions (rude or angry); each at 14%).

- Half of contact center staff have limited on-the-job training: Once employees move out of the onboarding phase, 55% of supervisors and 50% of agents receive under two hours of additional training a month. Furthermore, of those who do receive additional training, contact center processes are among the highest focus areas for both cohorts (52% of supervisors; 59% percent of agents) as opposed to problem solving skills (33% of supervisors; 32% of agents).

- Business transparency leads to a more motivated and engaged workforce: Agents whose performance metrics are closely aligned with those of the overall business are more likely to be engaged (16%). Furthermore, the agent’s impact on the organization’s goals is the second highest motivating factor (22%) among those polled.

"Customer expectations are constantly evolving, from the digital-first tools they use to engage with businesses to the types of exceptional experiences they seek on a daily basis," said Paul Jarman, NICE inContact CEO. "Best-in-class contact centers need to support their agents in the same way, delivering the seamless experiences that enable speedy resolutions. Our study spotlights the very real need agents have for a solution that eliminates bouncing between interfaces and windows and supports solving high-impact issues for customers."

Contact centers in this study support a wide assortment of channels, with 69% currently offering five or more different channels of service. With regard to the size of their contact centers, 52% represent small contact centers, those with 150 or fewer full-time equivalents (FTEs); nearly one-quarter represent medium-sized contact centers of 151-500 FTEs; and large contact centers (>501 FTEs) account for 25%.

Agents working in SMB contact centers report the highest level of satisfaction: 68% compared to agents in large contact centers with 56% of agents reporting satisfied or very satisfied.

Training programs and practices vary across contact center sizes: Formal training is in place in large contact centers for agents (97%) and supervisors (95%), compared to small contact centers with formal training for agents (87%) and supervisors (82%). Small centers provide more ongoing training for agents on high-value skills such as communication, problem solving, and customer service when compared to larger organizations.

NICE inContact CXone delivers the world’s a digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market aimed at transforming experiences for customers and agents alike.

#contactcenterworld, @inContact

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About NICE inContact:
Company LogoNICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is the industry’s largest partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone.
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Published: Friday, June 5, 2020

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2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

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Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

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Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
 
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