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
A financial query at a bank differs vastly from a technical issue at a software company. By employing intelligent call queuing, businesses can channel specific calls to agents best equipped to handle them, ensuring swift resolutions and high levels of customer satisfaction. Listen to the entire episode here.
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NICE inContact
JUNE 30, 2016
Much in the same way, in a multi-channel customer service landscape the tendency is to group and analyze all the like things together. With this in mind, it’s easy to see the value of modern contact center software all-in-one packages. Inability to Show or Measure ROI.
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.
NobelBiz
DECEMBER 11, 2023
Connection to Agent: Finally, the call is connected to a suitable agent, who can view detailed information about the caller if integrated with a CRM or CTI system. If you want to learn more about how to optimize your IVR system , we encourage you to read this article next: 10 Tactics To Improve CX Through Contact Center IVR Messaging.
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. CRM gives agents more information about each customer, which allows these moments of true personalization to take place. That’s a good thing. 4) Consistency is key.
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from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs.
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