ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. What is an omnichannel contact center? An omnichannel contact center works like a call center, except the customer can also communicate with customer service representatives through various means.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

FEBRUARY 2, 2021

And face-to-face video calls play a key role in this regard. Videoconferencing is an effective way to improve the connectivity of remote team members. Better yet, during a video session, you can record the call so the new agent can review it later for clarity or additional coaching. A Strong Positive Culture is a Must 1.

Call Center 52

Call Center Training Tips Contact Center 52

NobelBiz

JULY 4, 2023

According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8% There are numerous tools available in the market, each with its own unique features and capabilities. over the forecast period (2023 – 2028).

Interaction 52

Interaction Call Center Engagement Contact Center 52

NobelBiz

FEBRUARY 14, 2023

CRM strategies involve using technology to store and analyze customer data and automate and streamline sales and marketing processes. In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. This can lead to increased customer loyalty and repeat business.

Contact Center 52

Contact Center CRM Measurement Strategy 52

NobelBiz

MARCH 6, 2023

Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. The purpose is to maximize the number of live connections an agent can handle. How do Predictive Dialers Work?

Contact Center 52

Contact Center Software Abandon Rate Call Center 52

Call Experts

JULY 28, 2022

If your business has a lot of customer interaction , you’re probably wondering if a contact center is a suitable solution. . A contact center processes incoming calls and messages from existing customers and prospects. With IVR, agents can access different skill sets for a specialized call.

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

NobelBiz

MAY 9, 2023

Some of the main goals of a dialer: Increase Calling Efficiency Reduce costs Reduce human error Maximize agent talk time Increase Conversion Rate The more advanced types, such as the Predictive Dialer, can potentially detect and filter out disconnected numbers, busy lines, answering machines, and unanswered calls. billion by 2028.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

NobelBiz

JULY 25, 2023

Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers. Customer Interaction Analytics is like having a superpower that allows us to listen, understand, and connect with our customers on a whole new level.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

FEBRUARY 15, 2023

To perform their duty and develop a tailored connection with the consumer, they must have the most up-to-date information about the customer’s identification, interactions, and purchase history. This information is consolidated within a customer relationship management (CRM) software that must be readily available to employees.

Contact Center 52

Contact Center How To Call Center e-support 52

NobelBiz

NOVEMBER 15, 2022

Just think about the emergence of new communication channels, mobile devices, social media, VoIP, rich data, and so on… In short, there is a strong connection between technology and the agent experience, especially in today’s omnichannel environment. Efficiency and consistency are the cornerstones of successful call centers.

Call Center 52

Call Center Contact Center How To Contact Center Software 52

NobelBiz

NOVEMBER 26, 2021

Measuring at each step of the customer journey and point of contact the degree of satisfaction. The average amount of time consumers must wait before being connected to an employee who can assist them. The average rate at which your agents respond to phone calls. The number of calls processed during peak and off-peak hours.

Management 52

Management Contact Center Call Center Contact Center Software 52

NobelBiz

FEBRUARY 27, 2023

FCR First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation. Customers like having their concerns handled quickly, and addressing them in a single call not only promotes satisfaction but also saves call center resources.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

NobelBiz

MAY 2, 2022

Your consumers will be able to contact the appropriate department without being handed from one agent or one platform to the next. What are the advantages of call routing for call centers? Enhanced call center agent productivity Your initial call resolution rate improves when you move calls based on agent expertise.

Contact Center 52

Contact Center Strategy Call Center Wait Times 52

NobelBiz

AUGUST 11, 2022

Of course, this translates into better cost-per-minute rates, better coverage, and faster resolutions when it comes to downtimes or any other infrastructure-related issue. As a matter of fact, NobelBiz scores one of the highest First Call Resolutions in the entire industry.

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