NobelBiz
APRIL 8, 2024
NobelBiz OMNI+ is at the forefront of CCaaS solutions, offering a comprehensive suite of features, functionalities, and integrations tailored for diverse contact center needs. It is the quintessential tool for enhancing omnichannel contact center operations and ensuring maximum productivity.
CSM Magazine
MARCH 28, 2024
In the busy and sometimes stressful environment of a contact center, maintaining employee well-being is both a challenge and a necessity. Industry research indicates: 74% of call center agents are at risk of burnout due to high emotional labor. 91% of call center agents experience anxiety and other mental health issues.
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CSM Magazine
MARCH 26, 2024
Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. For example, a customer calls a call center because they are experiencing difficulties with a product they purchased.
TechSee
JUNE 4, 2019
Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.
CSM Magazine
DECEMBER 11, 2023
The average attrition rate for call center agents in the U.S. In order to address this issue, contact centers must prioritize agent retention as a key strategy for success. is between 30% and 45% annually, according to a NICE WEM Global Survey. This is significantly higher than other industries.
CSM Magazine
AUGUST 31, 2023
Inbound call centers are crucial in any business as they serve as the first point of contact for consumers seeking assistance or information about a particular product or service. Highly effective call centers not only provide the information the customer requires, but also enhance their experience while doing so.
TechSee
JUNE 16, 2022
As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.
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