Contact Center Software Interaction Multi-Channel Report 
CSM Magazine
JUNE 12, 2023
The State of Omnichannel Authentication Survey , conducted by TransUnion, found that over half of the respondents reported an increase in the frequency of callers attempting to commit fraud. They often start with gathering information about the victim and using it to impersonate them during contact center interactions.
NICE inContact
JUNE 30, 2016
Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Much in the same way, in a multi-channel customer service landscape the tendency is to group and analyze all the like things together.
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NobelBiz
JULY 31, 2023
But that’s not all – we’ll also explore how intelligent call routing and customer data integration create personalized interactions that leave a lasting impression. By analyzing patterns, such as frequent drop-offs after a specific wait time or recurrent issues being reported, call centers can gain actionable insights.
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. This is generally an instant feedback point.
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. This is generally an instant feedback point.
NobelBiz
JULY 25, 2023
Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?
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%.
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