NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

Call Center 59

Call Center Self Service Software Contact Center 59

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. Head of CX With the addition of more channels, a CX leader’s job gets more complex.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights. For instance, different date formats across systems are standardized.

Interaction 98

Interaction Analytics Call Center Contact Center 98

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

CSM Magazine

AUGUST 4, 2021

Consider this: of people who reached out to a contact center, 73% had tried a digital channel first, according to the Verint Experience Index (VXI): Banking report published earlier this year. Jordan is a contact center agent who scores very well on metrics like average call time and first-call resolution.

Banking 52

Banking Self Service Customer Experience Contact Center 52

Vonage

MARCH 26, 2018

That means front-line contact center teams are the difference-makers on the battlefield to win the hearts and minds of customers. Conversation Analyzer turns thousands of hours’ worth of contact center calls into structured data that can be mined for a better understanding of customer experience and agent performance.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74