NobelBiz
FEBRUARY 6, 2024
SMS (Short Message Service ) has become a pivotal channel in the contact center industry. This transition, though challenging, is seen as positive, indicating the channel’s value and the consumer’s desire for SMS engagement.
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.
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Playvox
FEBRUARY 13, 2023
With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program? of their revenue due to bad experiences.
NICE inContact
JULY 17, 2019
Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go. Moving your virtual company contact center operations to the cloud has never been easier.
NICE inContact
OCTOBER 29, 2019
But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs.
NobelBiz
JULY 31, 2023
In the contact center world, it’s a carefully designed process that efficiently manages incoming calls, keeping customers engaged with informative on-hold messages while automatically routing them to the most suitable agent. A financial query at a bank differs vastly from a technical issue at a software company.
Kustomer
JUNE 27, 2022
The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions.
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