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 percent of brands are delivering leading-edge customer experience , while 33.5

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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. And how effective will it be?

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Magellan Solutions

JULY 29, 2021

A recent report by Forbes found that 22% of marketers currently are using AI-based applications. 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.

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NobelBiz

MAY 24, 2022

The supervisor’s role in a remote call center is to be primarily focused on outcomes. These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). As a result, an agent can contact him at any given moment when a consumer makes a certain request.

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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.

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ViiBE Blog

JANUARY 22, 2021

This vision led to the decision to create a web application: in an emergency situation, requiring an app to be downloaded represents a major obstacle in the consumer journey. No more call redirection, no more operational pauses.

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NobelBiz

JUNE 1, 2021

Analytics and reporting tools are watched in real-time from any computing device that is connected. Employees and consumers alike benefit from live customer relationship management. Prior to the widespread use of cloud technology, contact centers relied on space-consuming in-house computers and servers.

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