NobelBiz

FEBRUARY 14, 2022

However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. In this article, we will examine the most critical agent performance indicators and how to manage them in contact centers.

Metrics 52

Metrics Contact Center Management Call Center 52

Verint

DECEMBER 12, 2017

Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that embrace automation can potentially leapfrog their competitors and dramatically improve how work is done in their contact centers. Want to learn more?

Contact Center 30

Contact Center Call Recording Resources Technology 30

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

InteractionMetrics

JUNE 24, 2015

But they only capture the tiniest slice of the actual customer experience, especially when it comes to the experiences customers have with contact centers. According to CallMiner, companies may have 45 times more phone calls than survey responses per year. So what do you do with all this data?

Survey 40

Survey Customer Experience Contact Center Call Recording 40

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 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

NobelBiz

JUNE 26, 2023

Key Components of Call Center Infrastructure Even among the industry professionals themselves, few are those that truly understand the complexity of building a competitive call center infrastructure. Of course, not even the most advanced technology cannot run a contact center by itself (yet?).

Call Center 52

Call Center Contact Center CRM Social Media 52

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

Verint

NOVEMBER 1, 2017

On November 15 guest speaker Ian Jacobs, Principal Analyst of Forrester Research and Kristyn Emenecker, Global Vice President, Product Strategy Group, of Verint, will present on a live webinar, “Empower Your Employees with More Data, More Automation” at 2 p.m. How can autoscoring evaluations help each agent perform even better?

Data 26

Data Employee Engagement Groups Technology 26

Kustomer

OCTOBER 31, 2018

Kustomer is partnering with Amazon Web Services to deliver next-level omnichannel support and experience for enterprises and contact centers. The integrated solution is already live in enterprise-level contact centers in companies such as Ring, the global home security provider. Personalized IVR Experience.

Contact Center 68

Contact Center Connections Omni-Channel Call Recording 68

UJET

APRIL 16, 2020

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer.

Wireless 90

Wireless Call Recording Video Contact Center Software 90

UJET

APRIL 16, 2020

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer.

Wireless 72

Wireless Call Recording Video Contact Center Software 72

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Unstructured data is data that isn’t stored in a fixed record length format. What is unstructured data and which questions it can help answer. Case study.

Data 59

Data Customer Service How To Contact Center 59

Talkdesk

AUGUST 4, 2017

We held our first ever App Dash — a webinar consisting of short demos from each partner. The companies showcased their solutions in only six minutes and once all the demos were completed, the webinar attendees voted on their favorite tool. This week, Talkdesk started a brand new journey with five of our AppConnect partners.

Contact Center 42

Contact Center Call Recording Metrics Measurement 42

Talkdesk

AUGUST 4, 2017

We held our first ever App Dash — a webinar consisting of short demos from each partner. The companies showcased their solutions in only six minutes and once all the demos were completed, the webinar attendees voted on their favorite tool. This week, Talkdesk started a brand new journey with five of our AppConnect partners.

Contact Center 40

Contact Center Call Recording Metrics Measurement 40

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

Avaya

JUNE 18, 2018

With Avaya Workforce Optimization, you can safely record, archive, and protect personal data through advanced, 256-compliant encryption, Payment Card Industry Security (PCI), data identification, and tagging and identifying consent/no consent situations. Enhance Your Quality Assurance Program.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40