NobelBiz

FEBRUARY 2, 2021

Customer service agents don’t just sell a product or service, they also market with their personality and create a positive image of the company. Call Recording One of the cornerstones of contact center quality is call recording. Moreover, it is important to know how customers perceive your service.

Call Center 52

Call Center Training Tips Contact Center 52

ViiBE Blog

MAY 13, 2021

Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents. What does a call center do?

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Talkdesk

AUGUST 9, 2017

Today’s customers make important buying decision in split seconds and companies need to utilize real-time contact center reporting to keep up. Talkdesk is perfect for the modern company that is looking to turn these live insights into a competitive edge.

Contact Center 40

Contact Center Report Self Service Abandon Rate 40

Talkdesk

SEPTEMBER 27, 2017

Our Contact History feature supplies agents with information that 75% of customers agree improves interactions — their name, data about all previous calls or support requests and purchase history. Your company should be gaining the upper hand with quick wins and the loyalty this feature establishes with customers.

Call Recording 40

Call Recording Contact Center Call Center Wait Times 40

NobelBiz

APRIL 18, 2022

From locating and hiring talent to train and retaining these employees and monitoring all activities taking place in the call center, there is a lot that a contact center manager must concern themselves with. Of all the elements in your company, call center management is the most critical.

Call Center 52

Call Center Contact Center How To Gamification 52

SmartKarrot

APRIL 20, 2023

So how can you guarantee that your customers receive top-quality service and support, even as your company expands? It helps them to familiarize with the company’s services, products, team procedures and the processes. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Resources 19

Resources Customer Success Chatbots Analytics 19

NobelBiz

JULY 25, 2023

In this article, we delve into the insights that these analytics provide, enabling companies to enhance service quality and understand their customers better. Let’s delve into the intricate workings of these components in the context of a call center.

Interaction 98

Interaction Analytics Call Center Contact Center 98

InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. How is it that companies implement customer experience initiatives, yet customers don’t feel the love? The Usual Definition of Customer Experience Many companies, such as Zendesk, Oracle, etc., brands declined. What’s the missing link?

Strategy 52

Strategy Customer Experience Effort Score Net Promoter Score 52

NobelBiz

APRIL 27, 2021

As a result, engaging in contact center solutions and technologies yields significant returns for companies. Understanding Customer Loyalty Customer retention is described as a contact center’s ability to keep its customers over time. This allegiance is motivated by practicality rather than a genuine affinity for the company.

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

NobelBiz

MAY 24, 2022

Companies have to adjust to the new reality of remote work while still meeting market demands. Managing call center agents remotely has become a true challenge for the industry. Not only are the company’s operating expenses lowered, but employee happiness rises as well.

Call Center 52

Call Center Tips Virtual Call Center Management 52

NobelBiz

MARCH 14, 2022

These metrics will be used to assess the performance of your outbound strategy. On the bright side, you don’t need to measure every single KPS, nor must they be tracked all of the time: doing so would be a massive waste of time and resources, resulting in an opaque and unmanageable quantity of data.

Contact Center 52

Contact Center Average Handle Time Omni-Channel Call Center 52

NobelBiz

AUGUST 11, 2022

Because they are all hosted in the cloud, these solutions make it simple to form remote or multi-location teams and quickly set up a virtual call center. Companies have little option but to adapt to telecommuting demands, whether they stem from medical issues or a simple desire for employee comfort.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

Pointillist

OCTOBER 22, 2018

An even smaller number, 21%, were confident that they shared these metrics in an actionable way. Make your CX metrics actionable. Next, I’ll describe four ways you can use AI to improve your understanding of your customer experience data and five ways to make your CX metrics actionable. However, that is largely not the case.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40