As an industry, we've become highly proficient in managing and optimizing support interactions as they occur within the contact center. These strategies have been guided by traditional and important metrics like Average Speed of Answer, Average Handle Time and in the last decade, Customer Satisfaction and NPS.
The primary purpose of outbound call or contact centers is to conduct outreach to potential and current customers. Some even offer opportunities for customers to select the time they’d like to speak with one of their agents. Whether they’re trying to sell a good or service, support onboarding, encourage product usage, or enhance customer retention, outbound call centers are designed to manage large volumes of outgoing calls while maintaining great customer service.
Knowing which call center phone system to invest in is critical for any call or contact center. The right phone software can support improved agent performance, optimized call center efficiencies, and a better customer experience.
To determine the most suitable CallMiner alternative for your business, it’s helpful to evaluate pricing plans, customer support services, scalability options, and ease of implementation. If you’re looking for an automated solution that can provide deep analytics and predictive insights from customer conversations, Operative Intelligence is the best choice.
Customer satisfaction score, or CSAT for short, is a key performance indicator that enables contact center management to track and measure customer satisfaction. Operative Intelligence is the best way to measure CSAT–and all contact center metrics. OI analyzes 100% of inbound interactions and shares the root causes of overall inquiries using direct phrases from customer speech.
Call Journey is a conversation intelligence platform that uses speech and text analytics to augment quality assurance. It can help businesses manage, track, and analyze customer communications to deliver insights on business performance, risk management & compliance.
Business Process Outsourcing is the practice of contracting a specific business task, such as payroll, accounting, customer service, or technical support, to a third-party provider. BPO enables companies to focus on core business activities while leveraging expertise and technology from the outsourcing partner.
With its advanced analytics tools and capabilities, NICE Nexidia helps improve customer satisfaction, increase efficiency and reduce costs. But what if you need a NICE Nexidia alternative? This guide will review some of the top alternatives to NICE Nexidia so you can find the right one for your business.
NICE Nexidia, Call Journey, Tethr, Callminer, and Operative Intelligence are customer intelligence platforms. While the platforms are similar, some have a different approach to capturing the customer journey and using this data to drive company-wide change.
Contact center intelligence automation is the process of utilizing technology to automate routine daily tasks without human intervention. It involves leveraging technology to undertake and perform duties previously handled manually.