NobelBiz

JANUARY 16, 2024

So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center? The key to achieving these goals lies in implementing strategic call center campaigns. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

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NobelBiz

NOVEMBER 27, 2023

If you would like to learn more about the benefits of a VOIP solution, we highly recommend another one of our articles called “ Cost Savings of VOIP: A Comprehensive Analysis “ Discover how VOIP is revolutionizing call centers by reducing long-distance charges, minimizing hardware investment, and ensuring predictable monthly expenses.

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NobelBiz

FEBRUARY 21, 2023

Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. In this article, we will explore the most effective ways to safeguard your contact center’s valuable data.

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NobelBiz

FEBRUARY 15, 2023

Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. In this article, we will explore the most effective ways to safeguard your contact center’s valuable data.

Contact Center 52

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Playvox

APRIL 21, 2023

Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team. For chat, you want to measure performance in areas like writing skills, empathy, and First Contact Resolution.

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CSM Magazine

JUNE 12, 2023

Evolution of technology : Advancements in technology and software, such as automatic speech recognition and social engineering tactics, enable criminals to bypass security measures and better mimic customers. Cybercriminals use these tactics to bypass security measures and access sensitive data.

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NobelBiz

MARCH 12, 2024

a leading provider of outsourced contact center services, caters to diverse industries with a comprehensive suite of solutions including Sales, Customer Service, Back Office, and Technology Transformation services. Additionally, measure employee sentiment to understand their perspectives on current processes and tools.

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Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Playvox

FEBRUARY 13, 2023

The operational level is your day-to-day concerns — looking for key trends, keeping service levels in check, identifying customer service agents who need coaching sessions, and measuring agent productivity, performance, development, and improvement. It’s not enough to stick to managing quality at the operational level.

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NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

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NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Measuring the Success of your contact center lead generation program Tracking campaign performance and analyzing results can be time-consuming and complicated.

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NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Look no further!

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

FEBRUARY 13, 2024

The efficiency of a CRM strategy can significantly influence the overall performance of a contact center. By measuring the outcomes of CRM integration, NobelBiz helps contact centers identify areas for improvement and optimize their strategies for better results. RELATED ARTICLE What is IVR?

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NobelBiz

AUGUST 22, 2023

That’s why the NobelBiz Voice Carrier Network stands out – it’s designed to make sure your calls are crystal clear and always connected, with experts to back you up, and all the necessary security measures in place. Brad Butler, Contact Center Software Consultant @NobelBiz 4.

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Analysis Contact Center Telecommunications Self Service 98

NobelBiz

FEBRUARY 21, 2023

This article details seven great tips you can implement within your customer service strategy. Key Points: You should always offer alternatives to traditional communication channels Give more autonomy to customer service agents Track customer feedback through surveys Your call center must have a precise call-routing solution 1.

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Customer Service Strategies Tips Strategy Customer Service 52

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. Share this article. Share this article. What is an omnichannel contact center? Key Performance Indicators (KPIs) exist to measure the performance of individual employees or contact centers as a whole.

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Contact Center Software Contact Center Software Call Center 52

NobelBiz

JULY 19, 2022

However, when it comes to customer service or sales departments that are using advanced contact center software to receive or make calls all day, you can’t afford to make mistakes or you’ll lose a prospect or a client. What is Call Whispering for Contact Centers?

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NobelBiz

APRIL 3, 2023

. “Besides freeing up a considerable amount of agent time and creating a better overall customer experience, a self-service solution for contact centers can also be the foundation for considerable cost savings.” – Carl Stuerke. Tracking and measurement: It can be not easy to track and measure the success of a self-service system.

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NobelBiz

FEBRUARY 22, 2023

Contact centers require more than just assigning an agent to each phone; attrition also plays a role in determining how many agents are needed to service each client. The name of this metric and Key Performance Indicator is the Call Center Shrinkage. There is a clear correlation between your productivity and shrinking.

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Call Center Tools Strategy Contact Center 52

NobelBiz

FEBRUARY 21, 2023

Improve efficiency: Reporting and analytics help managers identify inefficiencies in their operations and consequently make preventive measures. Talking about efficiency, our Omnichannel Contact Center Software is a champion in that. Which helps contact centers pinpoint their strength and weakness areas.

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Contact Center Report Analytics Self Service 52

NobelBiz

FEBRUARY 14, 2023

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. Set a goal for dead airtime reduction: Set a realistic and achievable goal for reducing dead air time based on your current measurements.

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NobelBiz

MAY 2, 2023

This article is based on a recent discussion between the two experts within the NobelBiz Webinar Series , hosted by Brad Butler, a highly-skilled professional with more than ten years of experience in the contact center space. Many of the unique webinar’s talking points are expanded here in this article.

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Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

OCTOBER 18, 2021

Contact centers require more than just assigning an agent to each phone; attrition also plays a role in determining how many agents are needed to service each client. The name of this metric and Key Performance Indicator is the Call Center Shrinkage. There is a clear correlation between your productivity and shrinking.

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Call Center Tools Strategy Contact Center 52

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. When used wisely, it can greatly improve the customer experience.

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Contact Center Analytics Data Call Center 52

NobelBiz

NOVEMBER 24, 2020

The Net Promoter Score or NPS is one of the most widely used key performance indicators by call centers to measure customer loyalty and satisfaction. In this article, we will show you how to calculate, interpret, and use the NPS as a customer loyalty lever. Conclusion? Focus on customer loyalty!

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NPS Net Promoter Score Customer Service Effort Score 52

NobelBiz

DECEMBER 14, 2021

While agents cannot always guarantee that the client on the phone will remember the facts of the conversation once they hang up, let alone follow up promptly, they may take responsibility for noting all aspects of the call and doing any necessary follow-up measures. Customer feedback analysis Why is the ACW a must for Contact Centers?

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Contact Center Strategy Call Center CRM 52

NobelBiz

JUNE 19, 2023

In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights. Clear objectives guide the integration process and provide metrics for measuring success. What is Real-Time Monitoring? Consider the following steps: 1.

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NobelBiz

NOVEMBER 16, 2021

In this article, we explore the influence of emotional intelligence in companies and how to unlock it for contact centers. Nancy Munro is an expert in contact center training simulations. For years she worked with someone to develop software that can measure people’s emotions.

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Contact Center Leadership Self Service Contact Center Software 52

NobelBiz

MARCH 21, 2023

In this article, we distinguish progressive dialers from the rest of the dialers by going through information such as: What is a Progressive Dialer? Factors to Consider When Choosing a Progressive Dialer Software Best Practices for Implementing a Progressive Dialer into your Contact Center What is a Progressive Dialer?

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Contact Center Software Call Center Call Recording 52

NobelBiz

FEBRUARY 14, 2022

In this article, we will examine the most critical agent performance indicators and how to manage them in contact centers. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless.

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Metrics Contact Center Management Call Center 52

NobelBiz

NOVEMBER 9, 2021

In this article, we will go over the concepts of this strategy, its benefits, and the tactics and technologies you can use to help it expand. Are you a customer-centric or customer-oriented contact center? How do you measure Customer Lifetime Value? So, how can you put a Customer-Centric approach into action?

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Customer Centricity Strategy Contact Center How To 52

NobelBiz

APRIL 18, 2022

Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. In this article, we detail all the methods to achieve call center efficiency, in terms of contact center technology, management and performance. What is call center efficiency?

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Call Center Contact Center How To Gamification 52

NobelBiz

MARCH 6, 2023

And it perfectly suits our topic for this article. In this article, we will define predictive dialers, enumerate their different use cases, and provide a step-by-step guide to set up your predictive dialing campaign successfully. What is Predictive Dialer Software? As the adage goes, “Lost time is never found again.”

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NICE inContact

JULY 10, 2018

For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities. Measure performance. Read this article in entirety at Contact-Centres.com.

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NobelBiz

JULY 10, 2023

As we speak, AI-powered solutions are revolutionizing how contact centers identify, engage, and convert leads. In this article, we delve into the profound impact of AI on lead generation and explore how your contact center can harness its potential.

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NobelBiz

MARCH 29, 2022

This article details 9 smart strategies that promote customer engagement for your contact center. What is customer engagement in contact centers? Contact Center data management is a lever for optimizing consumer interaction. Every interaction is recorded to provide analysis and reporting tools.

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Contact Center Customer Engagement Engagement Call Center 52

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How do you plan to measure the customer service process?

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Return on Investment Contact Center ROI Measurement 52

NobelBiz

APRIL 9, 2024

However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. To adhere to DNC regulations, call centers must regularly scrub their contact lists against the national DNC registry and maintain internal DNC lists.

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