NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

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Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. I recently participated in a webinar in which we discussed the process of migrating to an updated workforce optimization (WFO) solution suite.

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NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Data Privacy and Compliance Issues With stricter data privacy laws and regulations globally, call centers must ensure they are compliant.

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NobelBiz

JANUARY 10, 2022

This entails creating a CRM report that incorporates critical performance metrics, functions and client data. Here are 10 CRM key performance indicators that may be calculated and assessed using your data and contact center technologies. It contains all contacts with whom you have initiated communication (or are about to do so).

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NobelBiz

FEBRUARY 22, 2023

This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition. Why do you need to upgrade to a top cloud-based contact center solution? Why do you need a new contact center software? And here are the telltales.

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Playvox

OCTOBER 18, 2022

Sixty-four percent (64%) say their customer service center has been extremely or very successful in supporting remote agents. The biggest drivers are regular communication, team-building activities, offering good benefits, and supporting job flexibility. We focus on regular contact and communication.” “We Leanne Y.,

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NobelBiz

DECEMBER 19, 2021

Observing this KPI enables you to detect and address your contact center’s dysfunctions. Call waiting time is one metric that tends to define the quality of a customer’s experience and that of the service. Regularly checking the functionality of your software and servers can help you avoid losing time during a phone call.

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NobelBiz

OCTOBER 17, 2023

If you’re curious about the latest developments in call center workforce management, join us for a captivating episode of ‘First Contact: Stories of the Call Center,’ featuring Jon Arnold, a leading analyst in communication tech. Explore lessons, regulations, and strategies for contact centers in 2023.

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NobelBiz

MAY 2, 2023

This article is based on a recent discussion between the two experts within the NobelBiz Webinar Series , hosted by Brad Butler, a highly-skilled professional with more than ten years of experience in the contact center space. Many of the unique webinar’s talking points are expanded here in this article.

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NobelBiz

MARCH 23, 2022

It is calculated as follows: Percentage of ROI call centers = (Total Income – Total Expenses)/Total Cost of Investment] x 100 For example, for an investment of $10,000, if it yields 15,000 dollars, then the ROI is 50% ((15,000 – 10,000)/10,000 = 50) Easy right? How to Evaluate your contact center solution Income?

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NobelBiz

JANUARY 24, 2022

What is the difference between attrition and turnover in a contact center? Churn rate is a metric used to determine the rate at which consumers or subscribers abandon a product, service, or brand. Learn more from our Webinar on Solutions for Turnover, Technology & Culture for Contact Center s.

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NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.

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NobelBiz

MARCH 14, 2023

This data may include call recordings, customer information, and performance metrics. Data quality: Call center data can be messy and inconsistent. To overcome these obstacles, you can: Use a robust call center software solution: A comprehensive software solution can help you manage and analyze call center data efficiently.

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