NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

InMoment XI

JANUARY 10, 2024

In the context of an omnichannel contact center, unstructured data often includes customer interactions from various sources, such as emails, chat transcripts, social media comments, and survey responses. Manually processing and analyzing these recordings can be time-consuming and impractical.

Contact Center 260

Contact Center Omni-Channel Customer Satisfaction Retail 260

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Call routing . Cloud-based calling? .

Call Center 77

Call Center Software Contact Center Knowledge Base 77

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

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. CLV = 50 $x 12 months x 3 years = 1800$.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NobelBiz

NOVEMBER 27, 2023

If you want to learn more about effective customer information management, and how to choose a platform that suits your exact needs, here’s another article that might interest you: ‘How to Evaluate Call Center Software Vendors for Customer Data Platform Solutions.’

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

NICE inContact

DECEMBER 12, 2018

Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service from inbound contact centers and are willing to switch from companies that provide poor service.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. This transition, though challenging, is seen as positive, indicating the channel’s value and the consumer’s desire for SMS engagement. Regional Variations: SMS regulations vary across countries and regions.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

NobelBiz

APRIL 23, 2024

This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements. Legal and Ethical Considerations Debt collection agencies are bound by laws that protect consumers from abusive practices. This is why automation is especially transformative in contact centers.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

Vonage

MARCH 28, 2019

consumers want more human interaction when they contact the businesses they deal with. Some contact center software vendors today make a selling point out of technology that makes is easier to build IVRs. So what role is IVR really playing?

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

NobelBiz

FEBRUARY 23, 2023

It includes audio and video chat, monitoring, and other bespoke capabilities that you can integrate into any customer-facing application to let your workers respond to queries and issues from consumers in real time. Simultaneously, analytics may give information on your consumers, workforce productivity, and other topics.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

It includes audio and video chat, monitoring, and other bespoke capabilities that you can integrate into any customer-facing application to let your workers respond to queries and issues from consumers in real time. Simultaneously, analytics may give information on your consumers, workforce productivity, and other topics.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

JUNE 13, 2023

However, this has also led to a rise in unsolicited robocalls, leading authorities, and service providers to flag suspicious numbers to protect consumers. Optimal Use of Dialing Software While dialing software can amplify your outreach capabilities, it’s essential to use it within ethical boundaries.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

NobelBiz

FEBRUARY 21, 2023

Some of the most widely used norms set by contact center regulators are: HIPAA (The Health Insurance Portability and Accountability Act) a privacy law that prevents the unauthorized disclosure of private health information. And complying with government and industry regulations is mandatory for any contact center.

Contact Center 52

Contact Center Data Management Contact Center Software 52

NobelBiz

FEBRUARY 15, 2023

Some of the most widely used norms set by contact center regulators are: HIPAA (The Health Insurance Portability and Accountability Act) a privacy law that prevents the unauthorized disclosure of private health information. And complying with government and industry regulations is mandatory for any contact center.

Contact Center 52

Contact Center Data Contact Center Software Management 52

NobelBiz

DECEMBER 19, 2021

Call abandonment is a key performance indicator that may be used to evaluate the effectiveness of a contact center. The goal is to deliver the finest service possible to consumers. Observing this KPI enables you to detect and address your contact center’s dysfunctions.

Abandon Rate 52

Abandon Rate Contact Center Self Service Contact Center Software 52

NobelBiz

FEBRUARY 21, 2023

An excellent customer service strategy separates your call center from the competition by providing a difficult-to-replicate intangible competitive edge. A confident consumer who trusts in their product or service selection will be more likely to promote it to others if they receive excellent customer service from your business.

Customer Service Strategies 52

Customer Service Strategies Tips Strategy Customer Service 52

NobelBiz

JANUARY 10, 2022

CRM (Customer Relationship Management) software is intended to assist you in managing your remote customer interactions more effectively. These performance indicators will assist you in addressing the following questions: How many consumers am I now serving? How much assets were lost throughout the course of the period?

Contact Center 52

Contact Center CRM Measurement Contact Center Software 52

NobelBiz

JULY 19, 2022

However, when it comes to customer service or sales departments that are using advanced contact center software to receive or make calls all day, you can’t afford to make mistakes or you’ll lose a prospect or a client. What is Call Whispering for Contact Centers? Options like an automated receptionist.

Contact Center 52

Contact Center Contact Center Software Call Center Telecommunications 52

NobelBiz

AUGUST 22, 2023

The Key Steps of Implementing New Contact Center Technology The Key Steps of Implementing New Contact Center Technology: Delve into our insightful webinar on successfully implementing new voice and software technology in live contact centers.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

NICE inContact

AUGUST 9, 2018

According to Nielsen’s Global Trust in Advertising Report (image below), consumers are almost twice as likely to trust recommendations from friends or colleagues over ads that they see in search engines. Are you tracking these 3 customer service metrics in your contact center?

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

Playvox

JUNE 28, 2022

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. What Is Workforce Management?

Contact Center 84

Contact Center Omni-Channel Tools Contact Center Software 84

NICE inContact

AUGUST 9, 2018

According to Nielsen’s Global Trust in Advertising Report (image below), consumers are almost twice as likely to trust recommendations from friends or colleagues over ads that they see in search engines. Are you tracking these 3 customer service metrics in your contact center?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NICE inContact

OCTOBER 28, 2016

In fact, we are the only cloud contact center software provider to be recognized as a leader by the 5 leading analyst firms: Gartner, IDC, Ovum, Frost & Sullivan, and DMG. In our 2016 Consumer Research Report , we found that customer support representatives (CSRs) are still using phone-based support 86% of the time.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

UJET

MARCH 24, 2020

Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consumers. The second is to provide the tools and guidance to complete the necessary tasks.

Tips 86

Tips Guidelines Contact Center Software Contact Center 86

NobelBiz

JUNE 5, 2023

It is often outsourced to third-party providers offering lead generation call center services. Outbound call center lead generation can be done by investing in high-quality lead lists, leveraging predictive dialer software, optimizing your redialing strategy, taking advantage of local presence dialing and more.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

UJET

MARCH 24, 2020

Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consumers. The second is to provide the tools and guidance to complete the necessary tasks.

Tips 72

Tips Guidelines Contact Center Software Contact Center 72

NobelBiz

MAY 9, 2023

Let’s begin by understanding the importance of dialer optimization and its impact on contact center performance. Understanding Dialers and Dialing Strategies A dialer is a software application designed to automate the process of calling phone numbers by using predetermined calling and routing rules. billion by 2028.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

NobelBiz

APRIL 3, 2023

Rigorous quality management systems in call centers help ensure customers have the best possible experience, which not only strengthens your brand’s reputation but also leads to long-term customer loyalty. Mike McGuire (Senior Contact Center Software Consultant @ NobelBiz) Key Takeaways: What Is Call Center Management?

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

UJET

JUNE 25, 2021

But this creates its own concern, as consumers are continually using more devices in more ways to access support. Contact Center software that supports agents in connecting with their customers is essential. It’s clear then that empathy in real time will always play a powerful role in CX. Mobile-first CX is Here to Stay.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

Playvox

FEBRUARY 13, 2023

Qualtrics examined three key aspects of consumer loyalty to a company: trust, advocacy, and ongoing purchases. Advocacy The study showed that 88% of consumers were likely to recommend an organization after a very good experience — and only 17% after a poor experience. But what’s the real value of a loyal customer?

Contact Center 78

Contact Center How To Multi-Channel eBook 78

ShepHyken

APRIL 8, 2022

He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Did you know that 70% of consumers have stopped doing business with a brand following a poor customer experience? Yes, that’s true! Product discovery experience . Choice overload is a real problem.

Retail 75

Retail Industry Customer Experience Contact Center 75

NobelBiz

SEPTEMBER 15, 2021

The numbers speak for themselves: Web self-service volume increased for 57% of contact centers Email volumes increased for 50% of contact centers Social media engagement jumped for 47% of contact centers Chat usage jumped for 45% of contact centers Overall, this means digital channels jumped in volume for about 50% of call centers.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

NobelBiz

FEBRUARY 21, 2022

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 software? Many consumers and prospects want rapid, accurate replies. And here are the telltales.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

MARCH 14, 2023

For example, debt collection agencies must follow the Fair Debt Collection Practices Act (FDCPA) in the United States, which outlines specific guidelines for how and when they can contact consumers to collect debts. One example is when the software is no longer supported or updated by the vendor.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

NobelBiz

AUGUST 31, 2021

Of course, the contact center industry is no doubt one of those niches that will be heavily influenced, in more than one way, by this so-called broadband revolution. Evolving Consumer Behavior: As technology evolves, the communication behaviors of the new generations are constantly changing.

Contact Center 52

Contact Center Contact Center Software Social Media Healthcare 52

NobelBiz

FEBRUARY 22, 2023

This article examines what this implies for virtual phone numbers in particular, as well as how you can utilize your virtual local phone presence to reassure and strengthen connections with your consumers and prospects. Local Number Routing: Callbacks to a LocalTouch number are routed based on the needs of the consumer.

Contact Center 52

Contact Center Connections Omni-Channel Contact Center Software 52