NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

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Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. It’s tough to provide a 2016-style customer experience when you’re using circa early-2000s or older technology. Wait, what?

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Contact Center Contact Center Software First Call Resolution Call Center 140

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Also, call center operations managers are crucial in driving hyper efficiency within their organizations.

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NobelBiz

JULY 25, 2023

Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers. It’s the technological marvel that deciphers vast streams of customer interactions, offering invaluable insights to the very heart of a business’s operations. What is Interaction Analytics?

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NobelBiz

DECEMBER 19, 2021

Now let’s look at how you can optimize and reduce your call abandon rate. Invest in contact center technologies Consumers today are aware of their rights and will contact customer support if they are displeased. In that regard, the Abandonment Rate is closely tied to your FCR or First Call Resolution.

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NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. This includes data on call volumes, average handle time (AHT), first call resolution (FCR) , and more.

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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. And here’s where the unified agent desktop technology comes in.

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NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

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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?

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NobelBiz

NOVEMBER 26, 2021

Here are some of the most successful indicators for assessing your contact center effectiveness: The speed at which agents can address client concerns and complaints. The number of dropped calls, due to a shortage of agents available. Your agents’ average time in comparison to industry standards.

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NobelBiz

APRIL 5, 2022

And these risks are often related to Key Performance Indicators (KPI), Security and Technology. In this article, we detail 10 of the biggest Risk Factors that most Contact Centers face And How To Resolve Each One of Them. Why is managing risk factors so important in the contact center industry?

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NobelBiz

FEBRUARY 27, 2023

To become a successful contact center, managers should pay exhaustive attention to four aspects, the first of which is a well trained workforce. The second is an advanced technological solution to effectively manage customer interactions, streamline processes, and enable data-driven decision making.

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NobelBiz

JULY 4, 2023

Hence, it’s no surprise that many forward-thinking organizations are turning to technology to streamline their operations. One such technology is Automated Interaction Summaries. According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8%

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Interaction Call Center Engagement Contact Center 52

NICE inContact

JULY 10, 2018

It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology?

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NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. As a matter of fact, NobelBiz scores one of the highest First Call Resolutions in the entire industry.

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NobelBiz

FEBRUARY 15, 2023

Key Points: Lousy customer service can be quite costly Your business needs to choose the suitable agents and the right technologies CCaaS tools are a vital component to excellent customer service Why is Customer support service so vital for businesses? Call centers utilize these systems to link agents and consumers.

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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. In a highly-emotional industry such as healthcare, this benefit is invaluable. .

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NobelBiz

MAY 2, 2022

In this article, we explore the nature, functionality, and benefits of call routing for call routing for contact centers. What is call routing in a call center and how does it work? Call routing technologies, in other words, ensure that each request is managed optimally, regardless of call volume.

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