NICE inContact

JULY 2, 2019

Digital customer service and business both move at the speed of now. This is why digital customer service is such a good fit for business and why integration needs to be seamless. It’s all about increasing efficiency in the contact center. b) Determine the most useful channels for your customers.

Customer Service 152

Customer Service Contact Center Omni-Channel Call Center 152

NICE inContact

DECEMBER 2, 2020

Agile software can make organizations more resilient and allow them to continue serving customers in the wake of disasters. Organizations need contact center software that supports multiple proactive customer service methods and makes digital channel implementation fast and simple.

Customer Expectations 157

Customer Expectations Contact Center Software Contact Center Software 157

Talkdesk

SEPTEMBER 5, 2017

Talkdesk is a next-generation, cloud-based contact center software that helps deliver delightful customer service. Talkdesk empowers contact center managers to make data-driven decisions based on comprehensive information and contact center agents to have personalized, effective conversations with customers.

Contact Center Software 40

Contact Center Software Contact Center Consulting Software 40

InMoment XI

JANUARY 10, 2024

The future of the contact center lies in the omnichannel contact center. What is an Omnichannel Contact Center? An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner.

Contact Center 260

Contact Center Omni-Channel Customer Satisfaction Retail 260

NICE inContact

JUNE 25, 2019

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. Fast, accessible service isn’t all there is to delivering great customer service.

Customer Expectations 136

Customer Expectations Customer Service Social Media Contact Center Software 136

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are my customers willing to recommend my product or services to others?

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are my customers willing to recommend my product or services to others?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NobelBiz

MAY 16, 2023

Advanced Analytics and Reporting: Hosted contact centers provide powerful analytics and reporting tools, giving businesses valuable insights into their customer interactions and agent performance. What Features Should You Look for in a Hosted Contact Center Solution?

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 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

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are my customers willing to recommend my product or services to others?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NICE inContact

JANUARY 26, 2016

The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market. The question of how a small business can win the customer service battle is crucial to business success and sustainability.

Customer Service 120

Customer Service Contact Center Self Service Contact Center Software 120

NobelBiz

OCTOBER 31, 2023

The same study reveals that over 50% of customers post negative comments about companies on social media, and 53% of customers post positive comments about companies on social media. According to Salesforce Research , 88% of customers say the experience a company provides is as important as its product or services.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

NobelBiz

DECEMBER 5, 2023

It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. With advanced VoIP features like simultaneous ringing and call queues, call forwarding enhances productivity and customer service.

Communication 104

Communication Contact Center Contact Center Software Customer Satisfaction 104

NobelBiz

MAY 16, 2023

Advanced Analytics and Reporting: Hosted contact centers provide powerful analytics and reporting tools, giving businesses valuable insights into their customer interactions and agent performance. What Features Should You Look for in a Hosted Contact Center Solution?

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

Playvox

APRIL 25, 2023

ICMI shared that the top skills contact center focused on in agent training were learning the technologies used to provide service, customer service techniques, and the role of an agent. Related Article: Best Contact Center Software for Remote Workers 3. First up, what will you cover?

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

CSM Magazine

FEBRUARY 12, 2024

An outbound lead generation call center can deliver personalized experiences by treating every interaction as an opportunity to understand and meet the unique needs of each prospect. Michael Mcguire, Contact Center Software Consultant @NobelBiz Scripting and messaging One key strategy for effective communication is scripting and messaging.

Communication 52

Communication Strategy Contact Center Software Contact Center 52

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

APRIL 23, 2024

RELATED ARTICLE Intelligent Automation in Call Centers: A Paradigm Shift in Customer Service Excellence Prioritizing Customer Service in Debt Collections The modern debtor expects respectful and empathetic treatment, which is far different from the aggressive collection tactics of the past.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

VDS

SEPTEMBER 17, 2020

In the agent space, no one is more impacted by dated contact center software than the call center agents. More, customers want seamless, effortless experiences. Here are three emerging technologies that have helped in the chaotic customer service landscape of 2020: Voice Biometrics.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. What is a Contact Center and How Does it Work? They serve as centralized hubs where businesses manage customer interactions.

Contact Center 364

Contact Center Customer Service Omni-Channel Call Center Solutions 364

InMoment XI

JANUARY 4, 2024

Staff Training Invest in comprehensive training programs for your staff to ensure they provide excellent customer service. Equip them with product knowledge, effective communication skills, and the ability to address customer queries. A well-trained and motivated staff enhances the overall in-store experience for customers.

Retail 260

Retail Customer Experience Effort Score Social Media 260

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 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

NICE inContact

DECEMBER 12, 2018

The survey found that: 94% of consumers expect companies to direct them to the method of contacting them that resolves their situation the quickest way. 83% expect companies to be more proactive by reaching out to them to provide better services reminders, service notifications or confirmations.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

NobelBiz

JANUARY 16, 2024

They serve as a direct line of communication, offering personalized interactions that can effectively address customer needs, resolve issues, and convert inquiries into tangible business outcomes. Call center campaigns are important for businesses to maintain a high level of customer satisfaction and to improve their customer service.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

NobelBiz

MAY 17, 2022

Customer service is essential to a company's and brand's success. Naturally, serving consumers through a contact center is the greatest way to retain an amazing level of service. In this article, we dissect Customer Service 7 pain points in call centers, and how to tackle them.

Call Center 52

Call Center Customer Service Contact Center Consumers 52

NICE inContact

SEPTEMBER 26, 2019

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. Which contact center software applications are the best suited for AI? How are early adopters investing in AI in customer service today?

Meeting 137

Meeting Self Service Contact Center Chatbots 137

NobelBiz

JULY 18, 2023

With it, you can streamline your call center operations and raise the bar of your customer service. Agent Profiles provide a comprehensive overview of each agent’s expertise and capabilities, enabling precise matching of customer needs with the most suitable agent for exceptional service delivery.

Management 52

Management Call Center Contact Center Software Contact Center 52

NobelBiz

NOVEMBER 27, 2023

This information is crucial for optimizing call handling processes, improving customer service, and identifying training needs for agents. Customer Information: Call logs capture customer numbers and contact details, allowing businesses to maintain a comprehensive database of customer interactions.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

NobelBiz

MARCH 23, 2021

While business owners must consider their own goals when selecting the best technologies, having a CRM is one of the cornerstones of high performances in contact centers. The post CRM Key Functions for Customer Service appeared first on NobelBiz®.

CRM 59

CRM Customer Service Contact Center Software 59

Talkdesk

APRIL 13, 2021

A Managed Services approach helps businesses to: Reduce costs and get a return on investment. The partnership with PPT Solutions empowers Talkdesk customers to implement customer service best practices and solve their specific skill gaps. Increase efficiency and fill the talent gaps. Boost business growth.

Contact Center 133

Contact Center Contact Center Software Return on Investment Software 133

NICE inContact

AUGUST 11, 2016

Mitchell Improves Customer Satisfaction by 10% with inContact Agent for Salesforce®. Move your business forward with inContact’s cloud contact center software. Our customer service solutions reduce costs, increase revenue & help strengthen your brand.

Customer Satisfaction 128

Customer Satisfaction Contact Center Software CRM Contact Center 128

Playvox

NOVEMBER 4, 2021

For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective. Your organization has likely been forced to embrace new technology to remain relevant and deliver exceptional customer service. The answer is different for every business.

Contact Center 52

Contact Center Technology Contact Center Software Call Center 52

NobelBiz

APRIL 2, 2024

In this comprehensive article, we’ll explore the world of Enterprise Contact Center Solutions, learning about key features, top providers, types, on boarding processes and more. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

NICE inContact

OCTOBER 28, 2016

Shift from reactive to proactive customer service. Integrate with 3rd party platforms to create a unified customer experience. Customer experience continues to evolve rapidly, and our team is uniquely positioned to lead this innovation. Voice is Still Critical to Customer Service. Integrations are Key.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

NICE inContact

AUGUST 2, 2016

Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center.

Contact Center 121

Contact Center Contact Center Software Conference Exceptional Customer Service 121

BlueOcean

NOVEMBER 6, 2019

And that beginning is this – PayScale cites an average $13/hour for a customer service rep. Of course, average wages for a contact center worker vary greatly depending on your geographic region, your industry, and your required skills and experiences, which is why Payscale also gives a range of $9 to $19 for the same position.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156