ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

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Call Center Technology Virtual Call Center Contact Center 52

NobelBiz

NOVEMBER 27, 2023

If you would like to learn more about the benefits of a VOIP solution, we highly recommend another one of our articles called “ Cost Savings of VOIP: A Comprehensive Analysis “ Discover how VOIP is revolutionizing call centers by reducing long-distance charges, minimizing hardware investment, and ensuring predictable monthly expenses.

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Contact Center Call Recording Call Center Contact Center Software 59

NobelBiz

NOVEMBER 20, 2023

NobelBiz OMNI+ is a comprehensive omnichannel contact center solution designed to enhance customer interactions across diverse channels, including voice, email, chat, and social media. If you want to learn more about training and benchmarking in contact centers, join Christian in this podcast episode featuring Bruce Belfiore.

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System Communication Contact Center Self Service 103

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

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Call Center Management Average Handle Time Net Promoter Score 43

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

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Contact Center Call Recording Policies Interaction 139

NICE inContact

OCTOBER 17, 2019

Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Contact center investments can yield significant and rapid improvements to that. Call recording? Understand the capital requirements and where they are aligned in your contact center.

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Contact Center Customer Experience Return on Investment e-support 120

NobelBiz

FEBRUARY 14, 2022

However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. In this article, we will examine the most critical agent performance indicators and how to manage them in contact centers.

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Metrics Contact Center Management Call Center 52

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Call Recordings. That’s why Talkdesk allows customers to record calls.

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Contact Center Customer Experience Omni-Channel Call Recording 56

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Incorporating analytics into your quality program empowers you to provide fairer, more targeted agent feedback. But what’s all this hype about using analytics to perform quality activities, and could it help you?

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Analytics Management Call Recording Contact Center 138

NobelBiz

MARCH 21, 2023

However, by studying customer experience metrics such as FCR, contact centers can create a balance between customer satisfaction and reducing service costs. How to boost your First Call Resolution in 9 easy steps? Why was the consumer dissatisfied with the initial contact? Review call records and logs.

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First Call Resolution Call Center Contact Center Knowledge Base 52

Talkdesk

AUGUST 10, 2017

For customers and prospects in your contact center, agents are the voice of your company. This all starts before a call is even made or received. This helps give the agent the right context so they can get the call started off on the right foot.

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Contact Center Effort Score Call Recording Metrics 40

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications.

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Call Recording Contact Center Call Center Transportation 136

NobelBiz

APRIL 9, 2024

Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Table of Contents What is Call Center Compliance and Why is it Important?

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Call Center Healthcare Contact Center Financial 104

Kustomer

AUGUST 8, 2022

Steve Richards: (00:40) I’m used to the salespeople and its kind of a little bit of a different world here going into call centers with CX. Usually, it’s a voice conversation, but it certainly is also a text conversation, SMS, email, other communication channels, but they had this kind of feedback loop. Read More Hide.

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Customer Service How To Call Center Contact Center 98

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.

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Call Center Self Service Contact Center Customer Service 105

Talkdesk

APRIL 21, 2020

As a contact center agent, you can be the first and only contact point for customers seeking help, which is why maintaining a high level of etiquette is imperative. As a contact center agent, you are often acting as the face of your company. Be confident Confidence is critical for any productive interaction.

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Customer Experience Contact Center Call Recording Tips 58

Talkdesk

MAY 3, 2017

The mission of AppConnect is to allow Talkdesk customers to add more tools to their contact center stack without any hassle. Below is a list of AppConnect launch partners; all of these apps are available for a free trial, so if you see something you like, add it to your contact center and starting measuring the impact today.

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Contact Center Call Recording Call Center Return on Investment 40

Talkdesk

SEPTEMBER 27, 2017

The ability to have intelligent, personalized conversations with customers is the reason we at Talkdesk are equipping agents with a smarter contact center platform. Likewise, in a world of unpredictable connectivity, it’s common for customers to suddenly lose service and need to call back into your contact center.

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Call Recording Contact Center Call Center Wait Times 40

Stella Connect

JANUARY 31, 2018

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved. per call, for a total of 1.25

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Metrics First Call Resolution Customer Service Contact Center 40

NobelBiz

JULY 25, 2023

Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers. What is Interaction Analytics?

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Interaction Analytics Call Center Contact Center 98

Kustomer

JULY 16, 2020

I’m used to the salespeople and its kind of a little bit of a different world here going into call centers with CX. Usually, it’s a voice conversation, but it certainly is also a text conversation, SMS, email, other communication channels, but they had this kind of feedback loop. Steve Richards: (00:40). Read More Hide.

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Customer Service How To Call Center Contact Center 52

NobelBiz

JULY 26, 2022

While the call center can be proud of having richer and more specific information about customers and managing them. Call centers must equally acknowledge that it is becoming increasingly difficult to use this information effectively on a daily basis. What is Call Center Call Scoring ?

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Call Center Effort Score Contact Center Telecommunications 52

UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. But call center employees can also be some of the least supported, hardest worked employees in the business – a sure-fire recipe for call center burnout. . What is Call Center Burnout?

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Contact Center Call Center How To Exercises 72

NobelBiz

APRIL 27, 2021

As a result, engaging in contact center solutions and technologies yields significant returns for companies. How can a contact center solution enhance customer loyalty? Understanding Customer Loyalty Customer retention is described as a contact center’s ability to keep its customers over time.

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Contact Center Loyalty Net Promoter Score Multi-Channel 52

NobelBiz

MAY 27, 2021

Back in the day, IVRs were used to receive incoming customer calls, process them according to a pre-recorded script and transfer the call to the agent on-site for subsequent dialogue or resolution. Adding an IVR to a high-volume contact center makes a world of a difference. Language selection 3.

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Self Service Contact Center System Call Center 52

NobelBiz

DECEMBER 1, 2021

Cold calling may be a time-consuming and challenging operation if your contact center doesn’t have all the necessary tools. Maintaining the concentration on the phone script The script is a really handy tool on which many contact centers rely. It’s a two-minute opening speech designed to persuade an investor.

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How To Contact Center CRM Sales 52

OpinionLab

JANUARY 14, 2019

ForeSee’s word of caution to the market (related to competitive approaches to digital CX like OpinionLab’s): Don’t confuse measurement with feedback. Feedback is bad – feedback is listening to the squeaky wheel and will not lead to good business decisions. Conversely, at OpinionLab it was all about feedback.

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Analytics Measurement Call Recording Feedback 60

Kustomer

JANUARY 14, 2021

He’ll probably double click on that in just a second, but played in the call center space, knows customer service, dove into the sales space, really helped engineer and transform an inside sales team. Yeah, so I grew up in the outsource contact center space. Five, six years ago. Gabe Larsen: (00:35).

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Omni-Channel How To Multi-Channel Contact Center 81

Talkdesk

AUGUST 4, 2017

Performetric is a real-time, adaptive system that monitors fatigue and recommends actions to keep all contact center agents working at the best. Ytica offers out-of-the box contact center reporting and also customizable drag-and-drop dashboards. Ytica – presented by Simon Vostry, Founder and CEO.

Contact Center 42

Contact Center Call Recording Metrics Measurement 42

Talkdesk

AUGUST 4, 2017

Performetric is a real-time, adaptive system that monitors fatigue and recommends actions to keep all contact center agents working at the best. Ytica offers out-of-the box contact center reporting and also customizable drag-and-drop dashboards. Ytica – presented by Simon Vostry, Founder and CEO.

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Contact Center Call Recording Metrics Measurement 40

Pointillist

OCTOBER 22, 2018

Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. Use AI-based Text Analytics to Analyze Customer Feedback. Also, my public comments carry far greater impact than my private NPS feedback.

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Measurement Customer Experience Net Promoter Score Social Media 40