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. Use call recording and analysis tools to obtain data on disquiet time.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure. Next, let’s look at the physical space that is home to your contact center.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

NobelBiz

MARCH 21, 2023

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity.

Contact Center 52

Contact Center Software Call Center Call Recording 52

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Contact Center 69

Contact Center Tips Sports Average Handle Time 69

MiaRec

DECEMBER 29, 2023

Are you trying to understand the general cost of Conversation Intelligence and Automated Quality Management solutions for your contact center? Are you frustrated that you cannot find reliable pricing information anywhere?

Management 89

Management Contact Center Call Recording Analytics 89

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. The post What is Quality Management Analytics?

Analytics 138

Analytics Management Call Recording Contact Center 138

NobelBiz

MARCH 9, 2021

Contact center software is meant to provide clients with an exceptional customer service experience. A contact center software is more than just an operating system. It’s software that manages and enhances the customer experience, which is the most significant way of ensuring that your company succeeds.

Contact Center Software 52

Contact Center Software Contact Center Software Automatic Callback 52

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Will analytics really help your quality management program? Want to know what analytics looks like in a quality management process? The post Curious How Analytics Can Impact Your Quality Management?

Analytics 162

Analytics Management Contact Center Call Recording 162

MiaRec

AUGUST 25, 2022

Daily, contact centers generate, manage, and store an enormous amount of sensitive personal data, such as payment card details, social security numbers, contact details, and much more.

Contact Center 80

Contact Center Financial Data Management 80

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

Contact Center 105

Contact Center Call Center Self Service System 105

MiaRec

APRIL 12, 2023

Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center.

Contact Center 79

Contact Center ROI Analytics Video 79

NobelBiz

JULY 19, 2022

Regardless of the nature of contact center campaigns, all agents must go through a training and adaptation phase in order to become acquainted with the company’s norms. In this article, we will explain what call whispering is and how its advantages may affect your contact center’s productivity and efficiency.

Contact Center 52

Contact Center Contact Center Software Call Center Telecommunications 52

MiaRec

MAY 13, 2022

You know how important Artificial Intelligence and Machine Learning are for your contact center as they help extract valuable data from thousands of customer interactions. But how do you translate this into a cohesive, solid business case to get your management on board?

Contact Center 52

Contact Center Management How To Interaction 52

NobelBiz

FEBRUARY 13, 2024

It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. Software solutions offer a world of features that cater to various aspects of call center operations. These features range from managing calls to analyzing customer data.

Call Center 59

Call Center Self Service Software Contact Center 59

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling.

Contact Center 52

Contact Center How To Call Recording eBook 52

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

Contact Center 139

Contact Center Call Recording Policies Software 139

NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. Changes to the modern contact center environment . Modern contact center environments are often fast-paced, stressful, and demanding.

Contact Center 52

Contact Center Guidelines CRM Call Recording 52

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

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

NobelBiz

NOVEMBER 20, 2023

Understanding Virtual Phone Systems: A New Era of Communication A dynamic virtual phone system operates seamlessly through internet connectivity, effectively handling both incoming and outgoing calls. Whether you’re stationed in the office, working remotely, or constantly on the move, this system ensures you never miss crucial calls.

System 103

System Communication Contact Center Self Service 103

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Talkdesk

JUNE 21, 2019

In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center. What is Call Center Wrap-Up Time? Call wrap-up time is the amount of time that a call center agent spends doing follow up tasks in order to complete a customer interaction.

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50

Talkdesk

AUGUST 22, 2017

Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. It all starts with the first action the admin takes: setting up the contact center.

Contact Center 40

Contact Center Self Service Call Recording Groups 40

Talkdesk

AUGUST 22, 2017

Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. It all starts with the first action the admin takes: setting up the contact center.

Contact Center 40

Contact Center Self Service Call Recording Groups 40

Talkdesk

AUGUST 22, 2017

Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. It all starts with the first action the admin takes: setting up the contact center.

Contact Center 40

Contact Center Self Service Call Recording Groups 40

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Call Recordings. That’s why Talkdesk allows customers to record calls.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center Self Service Contact Center Software Call Center 40

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. These dashboards can display information on more than 15 contact center metrics in any desired time frame. Supervisors.

Contact Center 40

Contact Center Report Self Service Abandon Rate 40

Talkdesk

AUGUST 10, 2017

For customers and prospects in your contact center, agents are the voice of your company. This all starts before a call is even made or received. This helps give the agent the right context so they can get the call started off on the right foot.

Contact Center 40

Contact Center Effort Score Call Recording Metrics 40

NICE inContact

JANUARY 24, 2019

This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue. .

Self Service 152

Self Service Contact Center e-support Omni-Channel 152

Talkdesk

MAY 12, 2020

Because it’s not restricted to a browser tab, it’s a flexible tool that allows for easy, convenient access when making and receiving calls. Set your availability A contact center agent’s day is dynamic. You’ll be constantly moving between being on calls with customers, updating customer contact information and more.

Call Recording 86

Call Recording Contact Center Conference CRM 86

NICE inContact

SEPTEMBER 15, 2016

Every contact center manager wants a team of agents that perform at optimum levels. While building a strong group dynamic is important, managers must also nurture individual team members with helpful guidance. As many managers know, there’s an art to delivering constructive feedback to employees. Leverage Data.

Call Center 120

Call Center Strategy Contact Center Call Recording 120

Talkdesk

JULY 16, 2019

What is Performance Management? 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. The answer is both.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43