NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? 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.

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Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. When Did Call Centers Become the Standard?

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Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

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NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. This transition, though challenging, is seen as positive, indicating the channel’s value and the consumer’s desire for SMS engagement. All enabled by NobelBiz leading contact center technology.

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NICE inContact

NOVEMBER 20, 2017

Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. In fact, NICE inContact research has found that IVR fares worst among all Self-Service channels in terms of Customer Experience (CX).

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Upstream Works

OCTOBER 21, 2022

As contact centers transition to the cloud, there are several areas where AI is poised to play a leading role, including providing seamless customer experiences (CX). One reason is that many contact centers are more focused on internal performance than the customer. Contact Center Applications.

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NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

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TechSee

OCTOBER 9, 2018

each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it. I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Cloud-based, omni-channel CRM solutions. But they don’t stop there.

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CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

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NobelBiz

DECEMBER 19, 2021

Beyond this acceptable level, a contact center must reconsider its strategy and resources in order to lower it as much as possible. Depending on the source of the call, your agents employ a variety of strategies to reduce call abandonment. The goal is to deliver the finest service possible to consumers.

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Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

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NICE inContact

OCTOBER 18, 2019

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. NICE inContact was also recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America report.

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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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Customer Service Contact Center Chief Customer Officer Call Center 251

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. What is First Call Resolution?

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NobelBiz

DECEMBER 11, 2023

They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations.

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NobelBiz

JULY 25, 2023

Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers. 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.

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Brad Cleveland Blog

FEBRUARY 4, 2020

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels.

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NICE inContact

NOVEMBER 20, 2017

Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. In fact, NICE inContact research has found that IVR fares worst among all Self-Service channels in terms of Customer Experience (CX).

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NICE inContact

JULY 24, 2019

Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. And companies are starting to invest in supporting these agent-assisted and self-service digital channels.

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NICE inContact

NOVEMBER 12, 2019

Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017.

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ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . Self-Service for Timeless Customer Support . This is why most BPO companies opt for the self-service option, as most customers have now come to expect it.

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ProProfs Chat

JULY 29, 2020

This blog lists 8 actionable strategies that will help you make every support call count, right from the first hello to the final goodbye! However, before we explore these strategies, let us first understand what makes phone support ahead in the ‘race of customer support channels’. . Personalize Every Single Call.

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NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. 2) Adding support for digital messaging and real-time channels.

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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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NICE inContact

AUGUST 2, 2019

Most customers expect a self-service option on websites, and they want speed combined with personalization. The fact that live chat is a real-time engagement channel makes this possible. At the same time, agents using live chat can generate revenue by identifying proactive service-to-sales opportunities.

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NICE inContact

OCTOBER 9, 2019

But if you’re like most, you’re wondering how to harness AI’s amazing potential and incorporate it into your contact center in ways that will benefit customers, agents and the organization. Everybody’s talking about artificial intelligence (AI) ! In fact, you may be wondering where and how to start. Don’t miss this exciting webinar!

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NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. 2) Adding support for digital messaging and real-time channels.

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Self Service Omni-Channel Contact Center Fashion 136

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. Multi-national food & beverage corporations like The Coca-Cola Co. Many of them have outsourced contact center operations and some have maintained in-house customer support.

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COPC

APRIL 13, 2022

Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. In fact, 84% of customers say that their experience with an organization’s customer service department is important or very important in shaping their opinion of that organization.

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Clarabridge

AUGUST 15, 2017

Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too. Minimize or eliminate manual call disposition and avoid the expensive post-call work.

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NICE inContact

OCTOBER 21, 2019

It is good practice for any contact center and IVR, regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service, to conduct regular reviews. Time takes its toll on your IVR system, just like on everything else.

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NICE inContact

OCTOBER 17, 2019

Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media. But what options should businesses offer?

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NICE inContact

JULY 5, 2019

1) Customers expect self-service options. While customers still like talking to human customer service agents when they have complicated issues that need real interaction, these days most customers also expect websites to provide self-service options. 3) Chatbots personalize experience.

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Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

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NICE inContact

OCTOBER 7, 2019

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. Paul offers practical advice on how to respond and turn these changes to a competitive advantage.

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RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Multi-channel usually includes voice, email, chat, SMS and even fax interactions.

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Win the Customer

DECEMBER 14, 2015

Direct agent-to-customer communication is one of the most powerful methods of problem solving available in the contact center today. When customers can reach agents quickly and effortlessly, customer service teams can resolve more complex problems faster and greatly personalize customer service and customers support.

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