NICE inContact

NOVEMBER 26, 2018

Missed opportunities from customer insights : customer insights from the contact center can be a goldmine to improve your products and services, identify root causes of dissatisfaction, or even spot new business opportunities. Considerations for Managing Outsourced Contact centers.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

NobelBiz

APRIL 3, 2023

Rigorous quality management systems in call centers help ensure customers have the best possible experience, which not only strengthens your brand’s reputation but also leads to long-term customer loyalty. Mike McGuire (Senior Contact Center Software Consultant @ NobelBiz) Key Takeaways: What Is Call Center Management?

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

Playvox

APRIL 21, 2023

An omnichannel customer support center connects customers’ interactions no matter where they take place. Zendesk reports that only one-third of contact centers are omnichannel, so there’s a real competitive advantage to offering your customers a more fluid experience.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

NobelBiz

MARCH 21, 2023

Factors to Consider When Choosing a Progressive Dialer Software Best Practices for Implementing a Progressive Dialer into your Contact Center What is a Progressive Dialer? A Progressive Dialer refers to a contact center software that automates outbound calling. What is progressive dialing?

Contact Center 52

Contact Center Software Call Center Call Recording 52

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one.

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50

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. Contact center agents may also take issue with the performance metrics being used to assess them.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

APRIL 27, 2021

Attitudinal loyalty is a favorable outlook that a customer creates toward a brand based on factors such as consistency, price, customer support, customer care, and the impression portrayed by the contact center. What tools and options should the contact center Software include? What exactly are they?

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

NobelBiz

FEBRUARY 2, 2021

Call Recording One of the cornerstones of contact center quality is call recording. This will be possible thanks to cloud scheduling control tools, interaction reports, and geolocation. This will allow you to evaluate all missed calls, average waiting times, and abandoned calls by your new agents.

Call Center 52

Call Center Training Tips Contact Center 52

Talkdesk

MARCH 14, 2018

These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness. At Talkdesk, we believe in building technology that empowers contact center agents and admins to focus on assisting customers rather than struggling with administrative red tape.

Contact Center 40

Contact Center Self Service Contact Center Software Call Center 40

NobelBiz

AUGUST 11, 2022

Reports can be created to track performance across all of these channels. In fact, integrating multiple interfaces into one will make it easier for your agents to utilize your CCaaS and will allow you to automatically record crucial information for customer satisfaction, such as calls or interactions made.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52