NICE inContact

AUGUST 20, 2019

This is also true for call center systems. Because software and hardware either wears out or becomes functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

This is also true for call center systems. Because software and hardware either wears out or becomes functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

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.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Discover the key factors shaping the contact center landscape, from the importance of community to defining success and exploring the latest trends.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. I recently participated in a webinar in which we discussed the process of migrating to an updated workforce optimization (WFO) solution suite.

Contact Center 140

Contact Center Contact Center Software First Call Resolution Call Center 140

NobelBiz

MAY 2, 2023

This article is based on a recent discussion between the two experts within the NobelBiz Webinar Series , hosted by Brad Butler, a highly-skilled professional with more than ten years of experience in the contact center space. Many of the unique webinar’s talking points are expanded here in this article.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

DECEMBER 19, 2021

Some call centers do not collect this information to evaluate service quality. Some contact centers also choose not to include immediate desertion, implying a misdialed number or other causes outside the call center agent’s control. Naturally, the abandoned call rate is given as a percentage.

Abandon Rate 52

Abandon Rate Contact Center Self Service Contact Center Software 52

NobelBiz

AUGUST 22, 2023

. – Christian Montes – Executive Vice President Client Operations @NobelBiz Read this article on How to Upgrade Your Business Phone System in the Digital Era , you will find valuable information on why to upgrade and things to consider before adopting a Better Phone System for your call center. Why Outbound Calls Don’t Always Connect?

Analysis 98

Analysis Contact Center Telecommunications Self Service 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.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

NobelBiz

FEBRUARY 14, 2022

What are the right call center agent performance metrics to monitor? 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. There will be more calls per agent and more income for your organization.

Metrics 52

Metrics Contact Center Management Call Center 52

CSM Magazine

JUNE 12, 2023

By understanding the nature and nuances of contact center fraud, it is possible for companies to respond proactively and develop strategies aimed at preventing, detecting, and ultimately stopping this growing threat.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

NobelBiz

MARCH 14, 2023

Develop and implement standard call scripts that are compliant with regulations and provide consistency across all agents. Inadequate Agent Training: Inadequate training for call center employees and agents can lead to decreased productivity, increased errors, and compliance issues.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

NobelBiz

OCTOBER 17, 2023

Welcome back to our journey through the intricate world of call center management! In our previous installment, we peeled back the layers of the challenges that often remain hidden beneath the surface, impacting call center executives’ day-to-day operations. Read part one here.

Call Center 59

Call Center Management Contact Center Contact Center Software 59

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

Call Center 52

Call Center Management Contact Center Gamification 52

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). Let’s dive a little deeper.

Call Center 98

Call Center Software Data Contact Center 98

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

NobelBiz

JANUARY 24, 2022

This phenomenon is even more pronounced in the call center industry. So, what are the primary factors that contribute to contact center turnover or attrition? BenchmarkPortal CEO and Senior Research Executive Bruce Belfiore believes that call center training is a crucial component of any company’s long-term success.

Contact Center 52

Contact Center How To Call Center Training 52

NobelBiz

FEBRUARY 21, 2022

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

SEPTEMBER 21, 2020

The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents. Updates: September 20th The Remote Contact Center Has Become the New Normal.

Call Center 52

Call Center Industry Contact Center Government 52

NobelBiz

SEPTEMBER 19, 2023

Think about it: when a call drops, it’s not just about reconnecting and getting back to the conversation. It’s about potentially losing vital information, extending call times, and frustrating both your customers and your hard-working agents. What is a Dropped Call? A high call abandonment rate is 10% or more.

Contact Center 59

Contact Center Call Center Abandon Rate Contact Center Software 59

NobelBiz

OCTOBER 24, 2023

SMS text messaging In-person (for retail contact centers) Of course, the easy way of deploying, managing and tracking all these channels is to opt for a cloud contact center platform such as NobelBiz OMNI+ that allows full omnichannel operability.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

FEBRUARY 22, 2023

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

MARCH 23, 2022

This is why, among other things, it is intended to guide the choices of call centers in terms of investments. When it comes to contact centers software, it is quite difficult to evaluate the gain or return directly related to the use of such technology, in a purely quantitative way.

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

NobelBiz

JANUARY 31, 2022

From our podcast series, Stories of the Call Centers, Jason talks about how customer expectations have changed. A knowledge base: All the knowledge of a contact center Did you know that 8. Many contact center experts have heard of the omnichannel strategy and have a working knowledge of what it entails.

Knowledge Base 52

Knowledge Base Contact Center How To Omni-Channel 52

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.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Talkdesk

JANUARY 18, 2018

Talkdesk’s cloud-based contact center software offers a replacement for those old on-prem contact centers, but it is also a replacement for the difficult implementation process. Our contact center was built to revolutionize setup, replacing the monthslong installation of older, on-prem competitors.

Contact Center 40

Contact Center Contact Center Software Software CRM 40

Talkdesk

JANUARY 18, 2018

Talkdesk’s cloud-based contact center software offers a replacement for those old on-prem contact centers, but it is also a replacement for the difficult implementation process. Our contact center was built to revolutionize setup, replacing the monthslong installation of older, on-prem competitors.

Contact Center 40

Contact Center Contact Center Software Software CRM 40