NobelBiz

FEBRUARY 27, 2024

Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Upstream Works

SEPTEMBER 5, 2019

Omnichannel. It’s important to take the term “omnichannel” with a grain of salt. A channel, to be clear, means a communication vehicle that a customer/member/etc. might use when interacting with your organization. Other channels might include Email, or Web Chat. So how does this differ from “omnichannel”?

Contact Center 60

Contact Center Self Service Trends Technology 60

NobelBiz

FEBRUARY 14, 2023

Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Dead airtime can negatively impact the customer experience and make the interaction feel awkward or uncomfortable.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

NobelBiz

FEBRUARY 7, 2022

An IVR, or Interactive Voice Response, is a system that interacts with inbound and outbound calls for a business by using voice prompts or text-to-speech with various pre-recorded alternatives. In broader terms, customers can interact with their favorite brands using this technology. The first impression always lasts!

Contact Center 52

Contact Center Omni-Channel Average Handle Time Consumers 52

NobelBiz

APRIL 18, 2022

It is a complex equation that focuses on the quality of customer interactions, the productivity of your organization and the achievement of goals. And in order to stimulate and maximize your call center efficiency. Contact center technology is also a way to reduce the time and cost of customer service.

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

JANUARY 3, 2024

Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024. Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Call Center 98

Call Center Software Contact Center Software Contact Center 98