NobelBiz

AUGUST 22, 2023

Tailored exclusively for contact centers, the VOIP solution from NobelBiz ensures the lowest cost-per-minute, seamlessly directing calls through optimal routes. The NobelBiz Voice Carrier Network is purpose-built to accommodate high-volume calls essential for contact centers.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

NobelBiz

SEPTEMBER 26, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz If you’re planning to step up your customer service and loyalty as a call center, we highly recommend this podcast episode: Master Call Center Customer Service in the Digital Age, with Jim Iyoob.

System 59

System Customer Experience Call Center Contact Center 59

NobelBiz

JULY 18, 2023

In the bustling world of call centers, every second counts, and every call matters. That’s where skills-based routing comes into play. With it, you can streamline your call center operations and raise the bar of your customer service. That’s essentially what skills-based routing is all about.

Management 52

Management Call Center Contact Center Software Contact Center 52

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? 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?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

NobelBiz

JULY 31, 2023

But that’s not all – we’ll also explore how intelligent call routing and customer data integration create personalized interactions that leave a lasting impression. Call queuing is an indispensable telecommunication feature that places incoming calls in a sequence based on various criteria. What is Call Queuing?

Communication 52

Communication Call Center Wait Times Contact Center Software 52

NICE inContact

FEBRUARY 24, 2017

With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions. With inContact, they can route customers according to marketing campaigns, change what the caller might hear on the IVR, and capture data to improve the customer experience.

Multi-Channel 122

Multi-Channel Contact Center Call Center System 122

NobelBiz

OCTOBER 31, 2023

Understanding this dynamic is crucial, especially when customers are facing their most challenging times. In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer. Data analytics in call centers goes beyond merely collecting data. Don’t miss it!

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

CSM Magazine

AUGUST 29, 2023

Avaya customers can now leverage cloud-based passwordless authentication solutions for contact center agents, reducing fraud and unlocking significant efficiency gains. Journey.ai, Inc (DBA: Journey), a groundbreaking cybersecurity software business, is expanding its suite of capabilities with Avaya, a leading contact center company.

Contact Center 52

Contact Center Innovation Customer Centricity Software 52

UJET

NOVEMBER 3, 2020

Predictive Routing Connects Customers to the Right Agent Faster. AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

Contact Center 78

Contact Center Innovation Self Service Customer Journeys 78

CSM Magazine

SEPTEMBER 17, 2020

Realizing the importance of transforming customer service or contact center operations and feeling the pressure to accelerate their digital transformation plans, many businesses have begun their automation journeys. Customer service teams and contact centers have specific needs when considering new technology solutions.

Omni-Channel 98

Omni-Channel Tools Virtual Agent Customer Service 98

UJET

NOVEMBER 3, 2020

Predictive Routing Connects Customers to the Right Agent Faster. AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. As businesses continue to expand and evolve, it’s essential to ensure that the contact center solution you’re using is scalable, efficient, and effective.

Contact Center 52

Contact Center Self Service Policies System 52

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? This article will delve into the world of Customer Support as a Service (CSaaS) , exploring the nature, types, and the profound impact it can have on your contact center.

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

ProProfs Chat

DECEMBER 22, 2020

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. Challenges Faced by Contact Centers.

Contact Center 86

Contact Center How To Call Center Knowledge Base 86

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. Facial recognition identifies and verifies an individual by comparing facial features from a digital image or video to a face database. Call Classification / routing.

Technology 122

Technology Customer Service Contact Center Gamification 122

Think Customers

MARCH 1, 2021

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support, comfort, and information. Rethink the traditional contact center. The traditional contact center model is facing a reckoning.

Contact Center 52

Contact Center Healthcare Omni-Channel Chatbots 52

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. So how can your contact center IVR get there? A cloud IVR can benefit your contact center and your customers from the second a call is placed.

Self Service 92

Self Service Customer Experience Contact Center Interaction 92

SurveySparrow

JUNE 20, 2023

The Top 5 Voice of Customer Programs In this section, we will delve into the top 5 Voice of Customer software that have gained recognition for their effectiveness and robust features. We will explore its key features, such as mobile-friendly surveys, conversational user interface, and real-time analytics. Sign up below to try it out.

Voice of Customer 52

Voice of Customer Customer Journeys Omni-Channel Strategy 52

UJET

DECEMBER 17, 2020

When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings. Imagine that a customer who is in a hurry calls into your contact center. Your digital customers expect the same level of individual attention you give your in-store customers.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

UJET

DECEMBER 17, 2020

When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings. Imagine that a customer who is in a hurry calls into your contact center. Your digital customers expect the same level of individual attention you give your in-store customers.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

NobelBiz

JUNE 13, 2023

The intricate mechanisms behind call labeling and the factors influencing the classification of calls have become the focal point for contact centers striving to maintain effective communication with their clients. Get your free, on-demand copy here.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

SurveySparrow

NOVEMBER 20, 2022

To help you decide which software to choose, we’re going to compare Freshdesk and Zendesk based on seven essential features of customer service software. These are the Support Desk, Contact Center, Omnichannel Suite, and Customer Success. . This helps to route tickets to agents based on their skills. .

Self Service 52

Self Service Comparison Analytics Gamification 52

Call Experts

AUGUST 5, 2021

Interactive voice response systems, commonly referred to as IVR systems , are phone-based call centers that connect callers and users through automated voice tree menus and other telephone features. Your customer calls our contact center. Nowadays, consumers do not have time to lose or wait.

System 52

System Interaction Self Service Wait Times 52

NobelBiz

FEBRUARY 23, 2023

Communication is at the center of today’s business world, as well as a critical differentiator in this dynamic and competitive market, which has been altered by the epidemic. Small and medium-sized contact centers, in particular, may find this burdensome. So, what’s the best way to close this gap?

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

Communication is at the center of today’s business world, as well as a critical differentiator in this dynamic and competitive market, which has been altered by the epidemic. Small and medium-sized contact centers, in particular, may find this burdensome. So, what’s the best way to close this gap?

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. Intelligence Is a Matter of Features. When Virtual Agents are designed with robust NLP and ML features, they’re capable of asking open-ended questions and of not just understanding key phrases but actually grasping inflection and frustration.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. Intelligence Is a Matter of Features. When Virtual Agents are designed with robust NLP and ML features, they’re capable of asking open-ended questions and of not just understanding key phrases but actually grasping inflection and frustration.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

Qualtrics

JULY 2, 2019

For instance, a contact center agent might see there is an opportunity to improve her product knowledge to impact the customer experience, or an account manager might see a recommendation to do more quarterly account planning. Route your feedback to the right people with MS dynamics, Zendesk and Marketo integrations.

Innovation 39

Innovation Social Media NPS Contact Center 39

ViiBE Blog

JUNE 3, 2021

Whether you’re sending people into the field or running a call center, ViiBE ’s video call software is an excellent option for maximum connectivity. Software such as Zendesk, Microsoft Dynamics, and Salesforce are some of the most common solutions. This feature makes it easier to plan and perform updates to fix issues with your system.

Software 52

Software CRM Knowledge Base First Call Resolution 52

NobelBiz

OCTOBER 2, 2023

In the domain of contact centers, the paramount focus lies in ensuring streamlined and effective communication with clients. When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience.

System 106

System Contact Center Contact Center Software Social Media 106

ProProfs Chat

SEPTEMBER 27, 2019

The dynamic help section provides documentation on several topics, besides site overviews for new users. . The brand also makes available tours of new features as and when they rollout. As the company stays in close contact with its customers, it can address customers’ questions and problems; resolving them at the earliest.

Omni-Channel 70

Omni-Channel Software Customer Success Social Media 70

Kitewheel

JULY 2, 2020

Digital commerce may continue to be the preferred route for customers whether for safety or convenience. Customers want a clear path to their goal, whether that is a product they wish to buy or the company’s contact information. By making ads more dynamic as well, your brand can provide a more direct stream for customer conversion.

Retail 52

Retail Social Media Consumers Study 52

Avaya

MAY 26, 2016

Harnessing time and money-saving technology in cloud, mobility, telework, cybersecurity, data center consolidation and the need for real collaboration has created great opportunities for all of those in the partner chain. The need for an agile and flexible government has never been as necessary, or possible, until today.

Government 40

Government Telecommunications Contact Center Innovation 40

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. A reliable infrastructure enables scalability and flexibility, allowing call centers to adapt to changing business needs and customer demands.

Call Center 52

Call Center Contact Center CRM Social Media 52