Contact Center Software CRM Interaction Multi-Channel 
CSM Magazine
JUNE 12, 2023
Contact center fraud occurs when malicious actors deceive contact center agents or manipulate self-service channels to gain unauthorized access to sensitive information, manipulate accounts or commit other illicit activities.
NobelBiz
JULY 31, 2023
But that’s not all – we’ll also explore how intelligent call routing and customer data integration create personalized interactions that leave a lasting impression. This artful approach guarantees that no customer query goes unanswered, while agents efficiently handle each interaction. The result?
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NobelBiz
DECEMBER 11, 2023
Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Understanding Call Flows A call flow is like a roadmap that guides a phone call through a contact center. It ensures calls are directed to the right destination within your organization.
NICE inContact
JUNE 30, 2016
Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Much in the same way, in a multi-channel customer service landscape the tendency is to group and analyze all the like things together.
NICE inContact
JUNE 25, 2019
Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels. But sometimes the customer gets lost in all the talk about what brands should do to keep up with the increased speed of today’s interactions. 4) Consistency is key.
NobelBiz
MAY 2, 2023
Not even the best salesmen in the universe can make a difference if the calls or contact attempts are not being answered. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. It is well known that a warm lead is more likely to close the deal.
NICE inContact
OCTOBER 29, 2019
But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs.
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