ViiBE Blog

MAY 13, 2021

At the core of each call center or contact center is the customer interaction. Still, the software running behind the scenes plays a crucial role in ensuring optimum customer service. So, in a nutshell, a call center connects the customer with the company and ensures an ongoing positive relationship.

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NobelBiz

SEPTEMBER 12, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? Measuring Talk Time is like clocking the duration of a 100m dash – it seems straightforward, but there’s more to it than meets the eye. Listening Time: Listening is a significant part of effective communication.

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VDS

MARCH 22, 2019

And in the agent space, no one is more impacted by dated contact center software than the call center agents. Further, outdated technology makes it harder for companies to route customers correctly, keep average handle time low, and provide a sufficient number of self-service options.

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NobelBiz

FEBRUARY 14, 2022

AHT – The Average Handling Time in call centers The average handling time is the amount of time it takes for a customer to interact with an agent in a call center. That’s why when you are managing the average handling time (AHT), you need look at it very carefully.

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NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Performance Reporting Real-time performance reporting equips management with instant updates on various KPIs.

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NobelBiz

FEBRUARY 22, 2023

Client data from numerous touch points or communication channels are gathered and analyzed to offer insight into consumer behavior. Here are some data samples from each of these sources: Customer service and contact centers: includes textual data, such as email exchanges, chat dialogues, and phone call transcripts.

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NobelBiz

SEPTEMBER 30, 2020

Agent-Related: it detects how many agents are available, makes a decision based on the skills they have to route the inbound call (though DNIS or a different routing method); it uses real-time statistics to see the average handling time of each agent per type of issue and determines what timeframes are most convenient to place calls.

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NobelBiz

FEBRUARY 21, 2023

Talking about efficiency, our Omnichannel Contact Center Software is a champion in that. With its intuitive interface and buil-in analytics and reporting engine, it is the go-to solution for contact centers to improve their efficiency, and ensure the accuracy and exactitude f collected data.

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NobelBiz

FEBRUARY 7, 2022

The time and effort put into developing your IVR will immediately pay off. In addition, call redirection reduces the amount of time your agents spend on the phone and, as a result, your clients’ wait time. Quality communications save time not just for your organization but also for your consumers!

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Call Experts

JULY 28, 2022

If your business has a lot of customer interaction , you’re probably wondering if a contact center is a suitable solution. . A contact center processes incoming calls and messages from existing customers and prospects. A contact center can help businesses communicate with customers and employees through voice calls.

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NobelBiz

MARCH 6, 2023

And that their issues are resolved in an efficient and timely manner. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores. This information is useful in identifying areas for improvement and optimizing call center operations.

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NobelBiz

JULY 25, 2023

Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers.

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NobelBiz

APRIL 25, 2023

Investing in employee training is a long-term strategy for reducing call center operating expenses. Well-trained agents can handle customer interactions more efficiently, leading to higher first-call resolution rates and reduced average handling times. The AHT is a KPI that contact centers always strive to improve.

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NobelBiz

AUGUST 28, 2023

Embrace modern solutions that streamline operations and ensure smooth communication across channels. With the right tech, your center can waltz through challenges and deliver stellar service. With an omnichannel strategy, you’ll guide your center through the maze with finesse. The answer? Embrace an omnichannel approach.

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Playvox

MARCH 19, 2024

AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

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NobelBiz

FEBRUARY 21, 2023

This technology is optimal for remote or hybrid contact centers with home-based agents. The cloud can also enable omnichannel strategies, enabling businesses to communicate with people via their preferred channels. Also driving this trend is real-time analytics. This is how it communicates with your clients.

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NobelBiz

FEBRUARY 15, 2023

This technology is optimal for remote or hybrid contact centers with home-based agents. The cloud can also enable omnichannel strategies, enabling businesses to communicate with people via their preferred channels. Also driving this trend is real-time analytics. This is how it communicates with your clients.

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Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 27, 2023

To become a successful contact center, managers should pay exhaustive attention to four aspects, the first of which is a well trained workforce. Agents who possess excellent communication skills and product knowledge, able to provide seamless interactions. AHT AHT is an abbreviation for Average Handling Time.

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NobelBiz

NOVEMBER 15, 2022

Of course, seasoned contact center professionals will smile with nostalgia, remembering the good old days when the trusted landline call was the only communication channel an agent had to deal with. Easy to use — with a unified agent desktop, agents can quickly get in touch with customers using various communication tools.

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NobelBiz

APRIL 5, 2022

Reducing Average Handle Time Of course, every customer service manager wants to enhance traffic flow while lowering expenses. They aim to decrease the amount of time it takes to handle a call and optimize it to be as short as feasible. Because, as the old saying goes, happy staff lead to happy customers.

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NobelBiz

FEBRUARY 22, 2022

You need dependable telephone access to run an effective contact center. While most work is now performed on networked computers, businesses still require phones for day-to-day communication. While many contact centers were forced to close, businesses that used VoIP technology could readily accommodate remote teams.

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NobelBiz

AUGUST 11, 2022

To begin, most businesses are abandoning the call center paradigm in favor of contact centers. Because they offer an omnichannel approach to communication, they allow call center agents to switch between communication channels according to clients’ preferences.

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