NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. Measurable: We must guarantee that the goal can be quantified.

Metrics 52

Metrics Contact Center Management Call Center 52

NobelBiz

MARCH 21, 2023

The First Contact Resolution Rate (FCR) is a crucial KPI for measuring the effectiveness and quality of your customer service. This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness. When a problem arises, the customer expects a quick and efficient resolution.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

NobelBiz

FEBRUARY 2, 2021

Faced with the pandemic, many contact centers have been forced to close their offices, raising fears of a slowdown or even closure. Technology is a Key Component to Successful Training for Call Center Agents 1. Telephony, which is a hot channel for customer experience, should not be left aside.

Call Center 52

Call Center Training Tips Contact Center 52

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times.

Call Center 52

Call Center Contact Center How To Gamification 52

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

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. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Talkdesk

SEPTEMBER 27, 2017

In an economy where customers have a lot of product options, a personalized touch can make all the difference. The ability to have intelligent, personalized conversations with customers is the reason we at Talkdesk are equipping agents with a smarter contact center platform. Have Intelligent Conversations with Sentiment.

Call Recording 40

Call Recording Contact Center Call Center Wait Times 40

AWS Machine Learning

APRIL 30, 2024

In the fast-paced world of customer service, efficiency and accuracy are paramount. After each call, contact center agents often spend up to a third of the total call time summarizing the customer conversation. This can make it challenging to scale quality management within the contact center.

Analytics 93

Analytics Customer Service Call Recording Contact Center 93

NobelBiz

APRIL 27, 2021

Customer relationship management is at the forefront of all business debates. Overall, retaining existing customers is much more lucrative than attracting new ones. As a result, engaging in contact center solutions and technologies yields significant returns for companies. What is the aim of customer loyalty?

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

MARCH 14, 2022

The primary goal of an outbound campaign is to reach prospects and turn them into actual customers, fulfilling business objectives such as buying a product or service, conducting surveys, establishing appointments, brand promotion, debt collection, etc. So the question is: How to build great outbound campaigns for your contact center?

Contact Center 52

Contact Center Average Handle Time Omni-Channel Call Center 52

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Vonage

MARCH 26, 2018

The only problem with chasing the next big thing is that you risk losing sight of the first one: your customers. At NewVoiceMedia, we believe that, in today’s Age of the Customer , personal, emotional customer interactions play a critical role in bridging the gap for what disruption and digital innovation alone cannot solve.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers?

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

BirdEye

DECEMBER 26, 2023

Imagine a bustling office brimming with potential, yet held back by missed calls, network glitches, and the consequent loss of potential customers. Your business’s success critically depends on customer experience, and ensuring quality in customer interactions immensely boosts the experience.

Call Recording 110

Call Recording Video System Communication 110

NobelBiz

MAY 27, 2021

Back in the day, IVRs were used to receive incoming customer calls, process them according to a pre-recorded script and transfer the call to the agent on-site for subsequent dialogue or resolution. Adding an IVR to a high-volume contact center makes a world of a difference.

Self Service 52

Self Service Contact Center System Call Center 52

NobelBiz

MAY 24, 2022

In the post-covid era, the contact center sector has altered dramatically. Managing call center agents remotely has become a true challenge for the industry. In this article, discover 5 tips to manage remote call center agents successfully. But how exactly?

Call Center 52

Call Center Tips Virtual Call Center Management 52

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

AWS Machine Learning

NOVEMBER 27, 2023

Artificial intelligence (AI) continues to transform how we do business and serve our customers. Amazon Transcribe Call Analytics now offers a new generative AI-powered summarization capability (in preview) that automates post-call summarization to improve contact center agent and manager productivity.

Self Service 87

Self Service Contact Center Analytics Effort Score 87

NobelBiz

JUNE 1, 2021

Customers nowadays expect a high level of service. It’s pointless to offer outstanding things at the lowest possible price if you can’t deliver exceptional customer service. Your contact center serves as your company’s storefront. What makes them the future of customer service? That is true for all sectors.

Contact Center 52

Contact Center Multi-Channel Call Center Software 52