NobelBiz

FEBRUARY 10, 2023

Tony Johnson: When we frame this up especially from the point of view of the contact center itself, what does a great Customer Experience mean to you? The center piece of the discussion was the virtual call center and how to manage and improve the all-round metrics of this trending business model in the contact center space.

Virtual Call Center 52

Virtual Call Center Call Center Contact Center Gamification 52

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Use social media channels to keep in touch with your customers and stay engaged.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Win the Customer

DECEMBER 15, 2015

At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support. The ability for customers to file a help desk ticket, call in or go to customer chat and still have a seamless experience became paramount during 2015. Virtual Call Centers.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

ViiBE Blog

MAY 4, 2021

First call resolution is essential to achieving customer satisfaction. If customers have to make repeat calls to fix their issue, they are less likely to use your product or service again. Customer experiences are increasingly important to consumers. Measuring FCR can be done manually or by call center software such as ViiBE.

First Call Resolution 52

First Call Resolution Call Center Virtual Call Center Knowledge Base 52

NobelBiz

SEPTEMBER 29, 2020

Right now, the contact center market is growing at an exponential rate. Technology advances coupled with the advent of the virtual call center are leaving behind anyone who doesn’t have at least a remote omnichannel software. But there’s an even bigger hurdle: contact center AI.

Contact Center 52

Contact Center Virtual Call Center Omni-Channel Chatbots 52

ViiBE Blog

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. Half of the consumers surveyed by Zendesk said that just one bad experience would drive them to a competitor, and 80% will defect after multiple bad experiences. These days, customer support has moved beyond mere call centers to omnichannel contact centers.

Tips 52

Tips Knowledge Base Virtual Call Center Contact Center 52

Magellan Solutions

JULY 29, 2021

First, the mass adoption of smartphones, social media, and consumer-friendly apps changed. Given the overwhelming move to virtual call centers, using AI for quality monitoring and compliance control is essential for future growth. Omnichannel Communication — The New Norm. Advanced Self-Service Tools.

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Call Center Self Service Social Media Omni-Channel 52