NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

NobelBiz

SEPTEMBER 15, 2021

Data keeps beaming in in confirmation of a fact: the digital contact center is here. Voice is changing – average handle time is going up and calls are becoming more complex. Numbers Speak: All Digital Channels Are Going Up! It’s been decades since the idea began being floated in the contact center space.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Think Customers

AUGUST 18, 2021

Optimize the cloud for omnichannel support. Shopping channels are no longer static—customers can switch from voice, to chat, and messaging in just one interaction. Unfortunately, legacy systems are often overwhelmed and there’s no integration among disparate channels. Retailers need to remain nimble.

Retail 52

Retail Strategy Self Service Average Handle Time 52

Playvox

JUNE 22, 2023

In uncertain economic times, they become even more critical to help navigate business health and growth. Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Playvox

DECEMBER 15, 2022

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. Average Handle Time.

Contact Center 72

Contact Center Multi-Channel Average Handle Time Omni-Channel 72