Playvox
FEBRUARY 13, 2023
With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task. It requires a multi-level approach to ensure success today and in the years ahead. Three Vital Layers Of Quality Management QM is far more than just reviewing customer interactions for areas of concern.
NobelBiz
FEBRUARY 22, 2023
That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. In this article, we will identify the key sources of friction during a customer care interaction and share a couple of solutions on how to solve them. How to identify the friction points?
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NobelBiz
FEBRUARY 18, 2023
That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. In this article, we will identify the key sources of friction during a customer care interaction and share a couple of solutions on how to solve them. How to remove customer friction points?
NobelBiz
MAY 2, 2023
Industry experts Ali Janjua, the president and co-founder of Work LLC, and Mike McGuire, with 24 years of experience in contact center operations, share their knowledge and tips for the lead generation community. Not even the best salesmen in the universe can make a difference if the calls or contact attempts are not being answered.
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.
NICE inContact
JULY 17, 2019
Join Jill Blankenship to explore how to build a strong culture with a remote team. If building a remote agent team is on the horizon for your company — or you want to strengthen your team of mobile agents through contact center software — you won’t want to miss the smart strategies and actionable tactics in this webinar.
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. This enhances the richness of the customer profile.
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