NICE inContact

OCTOBER 29, 2018

Now, just for fun, think of the time when we saw the demise of the Blackberry phone; Google launching its Facebook “killer”, Google+; the time when companies began to embrace mobile devices; and the introduction of group texting. What does this have to do with contact centers? Seems like a long time ago, right?

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

NobelBiz

NOVEMBER 13, 2023

Here is how it works; your consumers are classified into one of three groups based on their responses: (9-10) Advertisers or Promoters : these are your most devoted and passionate clients, eager to serve as authentic brand advocates. Determine the threshold with which the focus groups must respond to recognize success.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NobelBiz

FEBRUARY 27, 2024

Percentage-based routing Dividing incoming calls between different strategies or agent groups based on a predetermined percentage is another method which helps understand which routing strategy maximizes efficiency and customer satisfaction. A/B testing allows you to compare different approaches to see which one brings better results.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

NobelBiz

FEBRUARY 22, 2023

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 solution? Why do you need a new contact center software? And here are the telltales.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NICE inContact

JUNE 30, 2016

When you dump all the pieces out of the box you probably group all the edge pieces first, then the rest by color or pattern. Much in the same way, in a multi-channel customer service landscape the tendency is to group and analyze all the like things together.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

NobelBiz

JUNE 13, 2023

We generally like to group the reasons into two categories: Illegal Activities Maybe the primary reason for calls being labeled as spam (or even blocked) relates to the possibility of engaging in illegal activities, whether knowingly or unknowingly.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

Playvox

JULY 14, 2023

Do your contact center agents often place customers on hold or need to engage other agents to help them service a customer? Having contact center software in place to automatically detect holds and dead air is a great way to minimize abandonment rates, maximize efficiency, and highlight areas for improvement.

Contact Center 74

Contact Center Measurement Call Center How To 74

NobelBiz

AUGUST 22, 2023

It’s like having a tool that fine-tunes our processes, saves us money, and keeps our contact center humming along just right. Brad Butler, Contact Center Software Consultant @NobelBiz 4. Easily assign RespOrg and port numbers, ensuring streamlined telephony management.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

NobelBiz

JANUARY 31, 2022

Jason Cutter, CEO of Cutter Consulting Group, an author, and a podcaster, thinks you can earn a customer’s trust by giving them knowledge and information about your company. From our podcast series, Stories of the Call Centers, Jason talks about how customer expectations have changed.

Knowledge Base 52

Knowledge Base Contact Center How To Omni-Channel 52

Upstream Works

MARCH 21, 2019

Central to this is an effective contact center software integration strategy that provides visibility to all customer journey information within the omnichannel agent desktop. That confidence stems from having productive and consistent interactions across different representatives, channels, business groups, and locations.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

NobelBiz

JULY 31, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Key Features of Call Queuing Systems & Their Implementation Navigating the nuanced world of call queuing systems, one quickly discerns that it’s the features that drive efficacy. This ensures agents are battle-ready.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Upstream Works

DECEMBER 11, 2018

According to the Aberdeen Group, companies with a formal customer journey management program see a 54% return on marketing investment, reduced costs of customer service and 3.2 times greater revenue from customer referrals.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

NobelBiz

JANUARY 23, 2024

Different customer groups have different needs – some may prefer quick online chat support, while others might appreciate more in-depth phone or email interactions. NobelBiz’s wide range of support options caters to these diverse preferences.

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

NobelBiz

NOVEMBER 15, 2022

Brad Butler, Contact Center Software Consultant @ NobelBiz What makes a great unified agent desktop? Streamlining operations is the key to success in the modern contact center landscape. Brad Butler, Contact Center Software Consultant @ NobelBiz That is what Unified Agent Desktop is all about.

Call Center 52

Call Center Contact Center How To Contact Center Software 52

NobelBiz

JANUARY 17, 2022

This indicator enables to: Predict the processing time of incoming call flows in real-time and hence attempt to decrease client wait times; Estimate and adapt the contact center’s activity load; Organize the teams in accordance with this load (staffing forecast). So what is the trick to overcoming a sales slump ?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

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

NobelBiz

JUNE 5, 2023

According to Crunchbase , businesses that don’t cold call experience 42% less growth than those who do and 82% of buyers accept meetings with sales reps who proactively reach out (according to RAIN Group ). 15 Challenges for lead generation programs in call centers 1.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

NobelBiz

NOVEMBER 26, 2021

It would be best if you created these tactics based on your preferences, such as your agents’ abilities, the numbers contacted, the time slots, the agents available at the moment, the caller’s number, and so on. They can have a substantial influence on the workload and hence your performance. But the key here is knowledge.

Management 52

Management Contact Center Call Center Contact Center Software 52

NobelBiz

DECEMBER 11, 2023

This could lead to an individual, a department, a waiting queue, or a custom group​​. Call Flows with NobelBiz NobelBiz offers two powerful solutions to streamline and enhance call flows within contact centers. Routing: The system then routes the call based on the selected option.

Call Flow 105

Call Flow Customer Experience Contact Center Call Center 105

ViiBE Blog

APRIL 15, 2021

59% of companies surveyed by Aberdeen Group are already using visual engagement tools such as video chat and co-browsing. ViiBE’s video chat is a no-install functionality that integrates seamlessly with your existing contact center software. Co-browsing’s competitive edge. The same study showed a 6.8%

e-support 52

e-support Video Contact Center Software Contact Center 52

Talkdesk

JANUARY 18, 2018

Talkdesk’s cloud-based contact center software offers a replacement for those old on-prem contact centers, but it is also a replacement for the difficult implementation process. Our contact center was built to revolutionize setup, replacing the monthslong installation of older, on-prem competitors.

Contact Center 40

Contact Center Contact Center Software Software CRM 40

Talkdesk

JANUARY 18, 2018

Talkdesk’s cloud-based contact center software offers a replacement for those old on-prem contact centers, but it is also a replacement for the difficult implementation process. Our contact center was built to revolutionize setup, replacing the monthslong installation of older, on-prem competitors.

Contact Center 40

Contact Center Contact Center Software Software CRM 40

NobelBiz

FEBRUARY 22, 2023

Here are some suggestions: Set up a collaborative feature within your contact center solution and teach your agents how to use it. This includes individual exchanges and discussion groups. Select a solution that can communicate and be integrated with your call management software and CRM.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

Here are some suggestions: Set up a collaborative feature within your contact center solution and teach your agents how to use it. This includes individual exchanges and discussion groups. Select a solution that can communicate and be integrated with your call management software and CRM.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

NobelBiz

FEBRUARY 21, 2023

NobelBiz OMNI+ is a comprehensive cloud-based contact center software with a comprehensive toolbox of features, functions, and integrations designed to handle the operations of any contact center. Listen to Colin Taylor, CEO & CCO at The Taylor Reach Group, on the Tools that ensure higher customer satisfaction.

Effort Score 52

Effort Score Contact Center Net Promoter Score Self Service 52

NobelBiz

FEBRUARY 15, 2023

NobelBiz OMNI+ is a comprehensive cloud-based contact center software with a comprehensive toolbox of features, functions, and integrations designed to handle the operations of any contact center. You can manage all communication channels in a single tool that provides comprehensive customer data and history.

Effort Score 52

Effort Score Contact Center Net Promoter Score Self Service 52

Talkdesk

OCTOBER 19, 2017

The biggest obstacle in our multiple-audience approach is that the expectations of both groups are changing so rapidly. The same is true about contact center software. Talkdesk is a truly innovative company, but we aren’t the only one with good ideas about building a contact center for the future.

Meeting 40

Meeting Contact Center Contact Center Software Innovation 40

NobelBiz

MARCH 12, 2024

Eric Sims CEO & Founder Leading Edge Connections “When it came to the professionalism, the communication and the reliability, NobelBiz was, hands down, the most helpful, informative and supportive group we came across. Additionally, they required robust analytics and reporting capabilities for real-time insights into customer data.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

NobelBiz

FEBRUARY 22, 2023

That is why Call Center Shrinkage is commonly used as a planning tool to determine how many agents to recruit. Internal Dimension: Group and one-on-one sessions for guiding or training Time spent without handling clients. The variables that lead to shrinking may be divided into two aspects or dimensions.

Call Center 52

Call Center Tools Strategy Contact Center 52

UJET

DECEMBER 9, 2021

Most contact center structures will include a mix of the following roles: Call Center Managers represent the entire call center and serve as a communication point between companies and their contact center employees. The right tools make the job easier, faster, and reduce stress.

Contact Center 72

Contact Center Call Center How To Exercises 72

Talkdesk

MARCH 14, 2018

These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness. Beyond the initial setup, admins can assign those agents to ring groups , customize working hours across multiple geographies and more in seconds.

Contact Center 40

Contact Center Self Service Contact Center Software Call Center 40

ProProfs Chat

APRIL 2, 2019

After all, such meetings aren’t enough to enable your group to achieve better results on an everyday basis. Have the group present the results of their endeavor. For example, if you sell contact center software, a customer might ask your team how to make a host of changes to the user interface.

How To 55

How To Net Promoter Score Exercises Fashion 55

NobelBiz

APRIL 25, 2023

According to an analysis by Boston Consulting Group , A.I. Brad Butler, Contact Center Software Consultant @ NobelBiz NobelBiz designed its Telecom services and Software solutions to drive growth while significantly reducing costs. And yes, a complete virtual solution will eliminate your office-related costs.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NobelBiz

FEBRUARY 21, 2023

Businesses have failed to adjust their practices to the reality of remote work, despite the fact that the productivity levels went up, according to Colin Taylor CEO & CCO at The Taylor Reach Group. Omnichannel will continue to rise Call Centers are expected to respond to consumers across a multitude of platforms nowadays.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Businesses have failed to adjust their practices to the reality of remote work, despite the fact that the productivity levels went up, according to Colin Taylor CEO & CCO at The Taylor Reach Group. Omnichannel will continue to rise Call Centers are expected to respond to consumers across a multitude of platforms nowadays.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

APRIL 11, 2022

Here is how it works; your consumers are classified into one of three groups based on their responses: (9-10) Advertisers or Promoters : these are your most devoted and passionate clients, eager to serve as authentic brand advocates. Determine the threshold with which the focus groups must respond to recognize success.

Net Promoter Score 52

Net Promoter Score Call Center NPS Contact Center 52