Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Inherent bias can become an issue, as one call may be seen in different ways by different reviewers.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

MARCH 23, 2022

It is calculated as follows: Percentage of ROI call centers = (Total Income – Total Expenses)/Total Cost of Investment] x 100 For example, for an investment of $10,000, if it yields 15,000 dollars, then the ROI is 50% ((15,000 – 10,000)/10,000 = 50) Easy right? Actually, no, it’s not that simple!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

NobelBiz

MARCH 21, 2023

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? A Progressive Dialer refers to a contact center software that automates outbound calling. What is progressive dialing?

Contact Center 52

Contact Center Software Call Center Call Recording 52

NobelBiz

JUNE 7, 2021

Internal and external communication modalities have also changed dramatically, providing a variety of instruments for exchanging information among colleagues as well as with consumers and suppliers. If no one is accessible, calls can be redirected to other colleagues’ extensions.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

NobelBiz

AUGUST 11, 2022

Using a CCaaS solution to provide omnichannel communication is handy for your consumers and is also advantageous for your agents. They will be able to handle consumer requests more effectively by using the customer’s preferred method of communication. Reports can be created to track performance across all of these channels.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

NobelBiz

APRIL 18, 2022

If your client has an issue with your product or service, the consumer will blame the agent. But it’s still emotionally challenging day after day, call after call. Because it is now so simple to deliver satisfaction surveys following an engagement, it is tempting to systematize them to the point where consumers do not reply.

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

FEBRUARY 23, 2023

Internal and external communication modalities have also changed dramatically, providing a variety of instruments for exchanging information among colleagues as well as with consumers and suppliers. If no one is accessible, calls can be redirected to other colleagues’ extensions.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

NobelBiz

MARCH 15, 2021

Even more, your agent can simply click on the phone number in the CRM customer record and automatically trigger the dialing system. In particular, call recording, client comments, dates, timeframe, nature of requests, and the agent’s comments. Data recovery necessitates the professional expertise of a contractor.

CRM 52

CRM Contact Center Call Center Solutions Call Recording 52

NobelBiz

JUNE 1, 2021

Employees and consumers alike benefit from live customer relationship management. Cloud-based services have cleared the way for more adaptable and inventive solutions to satisfy the demands of new contact centers. These difficulties are well addressed by CCaaS software.

Contact Center 52

Contact Center Multi-Channel Call Center Software 52

NobelBiz

FEBRUARY 22, 2022

This type of telephone setup ensures that calls are made in crystal clear sound quality. From a technical point of view, everybody has had an inaudible phone call on a piece of consumer software at some time in their lives. This is the key to responding to contemporary consumer and agent expectations.

Contact Center 52

Contact Center Telecommunications Call Center System 52

NobelBiz

MAY 24, 2021

Good software must be upgraded on a regular basis. These upgrades can enhance program efficiency, increase software reliability, or close security holes. As a result, consumers must install them on a daily basis, which takes time. Installing patches and repairs can be time-consuming, particularly in large organizations.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

NobelBiz

MARCH 14, 2022

The goal of LocalTouch®, the Nobelbiz local Caller ID management system , is to connect contact center agents with customers. When fewer tries are required to initiate voice connections, the consumer experience improves, agent productivity rises, as well as your KPIs.

Contact Center 52

Contact Center Average Handle Time Omni-Channel Call Center 52