NobelBiz

FEBRUARY 14, 2023

Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Teach agents techniques for keeping the conversation flowing and reducing dead airtime.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. We end by explaining how contact centers can keep AI models up to date using Talkdesk AI Trainer.

Self Service 68

Self Service Contact Center Virtual Agent Chatbots 68

ProProfs Chat

DECEMBER 22, 2020

This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. Contrary to expectations, businesses had to adjust their process according to the advent of the internet and accommodate emails along with primary call support. That’s not all.

Contact Center 86

Contact Center How To Call Center Knowledge Base 86

NobelBiz

FEBRUARY 7, 2022

Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works. And the premise of how customers feel when they call your contact center starts from your IVR messaging. The IVR messaging is what customers hear when they call your contact center.

Contact Center 52

Contact Center Omni-Channel Average Handle Time Consumers 52

NobelBiz

JANUARY 30, 2024

Inevitably, call center blockage significantly impacts customer experience. Addressing the issue of call blockage in contact centers is essential for maintaining service quality and operational efficiency. This challenge, often arises during peak periods or due to technological shortcomings.

Call Center 104

Call Center Telecommunications Contact Center Self Service 104

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. RELATED ARTICLE What is IVR?

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this?

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52