ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. Multi-national food & beverage corporations like The Coca-Cola Co. Many of them have outsourced contact center operations and some have maintained in-house customer support.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

NobelBiz

JULY 25, 2023

It’s the technological marvel that deciphers vast streams of customer interactions, offering invaluable insights to the very heart of a business’s operations. From phone calls to live chats, and emails to social media interactions, these multifaceted channels paint a vivid picture of customer needs, preferences, and sentiments.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

Playvox

SEPTEMBER 16, 2021

COVID-19 and the ensuing pivot in working environments we have all embraced are the two compelling reasons to move on from managing your contact center with spreadsheets. Related Article: 4 Key Contact Center Trends for the Post-Pandemic World. Contact centers must be proactive and agile. Efficiency.

Contact Center 52

Contact Center Management Multi-Channel Contact Center Software 52

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.

Contact Center 136

Contact Center Contact Center Software Call Center Culture 136

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.

Software 98

Software Tools Customer Service Self Service 98

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.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

NobelBiz

AUGUST 28, 2023

Navigating Contact Center Challenges with Finesse Ah, the contact center realm – a place where challenges are as common as conversations. Let’s dive into the whirlpool of common hurdles that contact centers often face, and how to conquer them with grace.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

DECEMBER 11, 2023

Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations. Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Queue management includes hold music or comfort messages.

Call Flow 105

Call Flow Customer Experience Contact Center Call Center 105

NobelBiz

FEBRUARY 23, 2023

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. What does the future hold for such technology? Functions & Capabilities The goal of UCaaS functions is to consolidate several communication and collaboration technologies into a single platform.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

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.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

JUNE 7, 2021

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. What does the future hold for such technology? Functions & Capabilities The goal of UCaaS functions is to consolidate several communication and collaboration technologies into a single platform.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

NobelBiz

JANUARY 31, 2022

As a result, it is becoming increasingly important to integrate the administration of contacts and provide advisers with easy access to the history of interactions with the client, independent of the channel. Choosing the technology Then comes the critical decision of which tool will house and make all of this knowledge available.

Knowledge Base 52

Knowledge Base Contact Center How To Omni-Channel 52

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.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

NobelBiz

FEBRUARY 22, 2023

The IVR, often known as a virtual switchboard, allows you to manage all concurrent calls and queues. If you aren’t the right contact, it doesn’t mean the deal will close. Technological Issues The technology isn’t cutting it. This is why employing an IVR to achieve a virtual 100% pick-up rate is critical.

How To 52

How To Omni-Channel Multi-Channel Wait Times 52

NobelBiz

JUNE 1, 2021

A CCaaS is a multi-channel contact center solution that is critical to a company’s growth. It is a software system that improves customer service efficiency by utilizing a call center solution that manages several channels particular to a business. What exactly is CCaaS?

Contact Center 52

Contact Center Multi-Channel Call Center Software 52

NobelBiz

DECEMBER 19, 2021

Invest in contact center technologies Consumers today are aware of their rights and will contact customer support if they are displeased. When clients have only one support option (for example, the phone), you will almost certainly receive more calls than your agents can manage.

Abandon Rate 52

Abandon Rate Contact Center Self Service Contact Center Software 52

NobelBiz

APRIL 27, 2021

Customer relationship management is at the forefront of all business debates. As a result, engaging in contact center solutions and technologies yields significant returns for companies. How can a contact center solution enhance customer loyalty?

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

NICE inContact

JUNE 25, 2019

Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels. Furthermore, digital communication technologies drastically have influenced customer expectations, and this is the core reason why a shift in brand behavior is warranted.

Customer Expectations 136

Customer Expectations Customer Service Social Media Contact Center Software 136

NobelBiz

FEBRUARY 18, 2023

The IVR, often known as a virtual switchboard, allows you to manage all concurrent calls and queues. If you aren’t the right contact, it doesn’t mean the deal will close. Technological Issues The technology isn’t cutting it. This is why employing an IVR to achieve a virtual 100% pick-up rate is critical.

How To 52

How To Omni-Channel Multi-Channel Call Center 52

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 result, your agents will be able to keep up with consumer demands across all channels.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

NobelBiz

JULY 10, 2023

Discover the game-changing capabilities of AI in lead generation and learn how your contact center can stay ahead of the curve by embracing this transformative technology to drive growth, improve efficiency, and deliver exceptional customer experiences. Let’s see how.

Contact Center 40

Contact Center Call Center Industry Chatbots 40

NobelBiz

JUNE 6, 2021

There is one critical moment that counts more than the others in every journey, regardless of the channel. It is the most crucial point of contact. Locate the best technologies for mapping the client journey Because this mapping will change over time, the initial mapping should not need too much effort from the personnel.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Touchpoint 52