NobelBiz

MAY 2, 2023

Low Conversion Rates Low conversion rates may result from untrained agents, lack of a compelling value proposition, the inability to establish rapport with prospects, and last but not least, a subpar CRM that is not in sync with your contact center software. – Richard Blank, CEO of Costa Rica’s Call Center.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

JUNE 5, 2023

Lead Generation in Call Centers But before we start laying down the challenges, we first need to understand lead generation in the context of a call center. The Basics of Lead Generation Lead generation, at its core, is the process of identifying and nurturing potential customers for a business’s products or services.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. Measurable: We must guarantee that the goal can be quantified.

Metrics 52

Metrics Contact Center Management Call Center 52

NobelBiz

FEBRUARY 22, 2023

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients.

Call Center 52

Call Center Tools Strategy Contact Center 52

NobelBiz

FEBRUARY 22, 2023

Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience.

Contact Center 52

Contact Center Analytics Data Call Center 52

NobelBiz

FEBRUARY 21, 2023

It is the process of collecting and analyzing data about the performance and operations of a contact center which are utilized to gain insight and identify improvement areas. On one hand, reporting refers to data collection on various metrics, such as customer satisfaction, call volume, agent performance, and other relevant KPIs.

Contact Center 52

Contact Center Report Analytics Self Service 52

NobelBiz

OCTOBER 18, 2021

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients.

Call Center 52

Call Center Tools Strategy Contact Center 52

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Real-time monitoring offers an unparalleled advantage in achieving this goal. What is Real-Time Monitoring? This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

NobelBiz

MARCH 6, 2023

Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. The software then uses algorithms and machine learning techniques to predict when an agent will become available to take a call.

Contact Center 52

Contact Center Software Abandon Rate Call Center 52

NobelBiz

APRIL 25, 2023

This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential. Implementing these tactics will save money and enhance customer satisfaction and overall business performance. How can workforce optimization help in managing call center expenses?

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NobelBiz

AUGUST 28, 2023

Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional. In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

FEBRUARY 27, 2023

In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-effective manner. And finally, metrics, which constitute the cornerstone for every decision, and a key element to be able to analyze, track, and measure success.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

NobelBiz

MARCH 14, 2022

The primary goal of an outbound campaign is to reach prospects and turn them into actual customers, fulfilling business objectives such as buying a product or service, conducting surveys, establishing appointments, brand promotion, debt collection, etc. It is possible, though, if you use the proper best practices and the right software.

Contact Center 52

Contact Center Average Handle Time Omni-Channel Call Center 52

NICE inContact

OCTOBER 15, 2019

No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

NobelBiz

APRIL 5, 2022

These days, the contact center is the face of a company. The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. And here are the 10 biggest call center factors risks.

Contact Center 52

Contact Center Call Center First Call Resolution How To 52

NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers?

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52