NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Discover the key factors shaping the contact center landscape, from the importance of community to defining success and exploring the latest trends.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NICE inContact

OCTOBER 25, 2019

Bridgevine chose NICE inContact because of its strong ecosystem and solid network of partnerships as well as its CXone technology and contact center software features and functionality. With CXone, Bridgevine’s contact centers are now unified and have immediate and complete reporting. The company has seen.

Contact Center 121

Contact Center Net Promoter Score Contact Center Software Customer Satisfaction 121

NobelBiz

OCTOBER 31, 2023

Join Brad as he explores the value of customer experience, personalization, and crucial metrics to navigate the ever-evolving landscape of customer service. Nobelbiz and Data-Driven Decision Making Nobelbiz offers solutions that are tailor-made for the call center industry. Tune in now for an inspiring discussion!

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Call Center Contact Center Software Contact Center Social Media 104

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. All enabled by NobelBiz leading contact center technology.

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Call Center Self Service Software Contact Center 59

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Look at schedule adherence and schedule compliance metrics. Are your agents engaged?

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Contact Center Measurement Call Center How To 74

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. This includes training on using monitoring tools, understanding key metrics, and identifying patterns and trends in customer interactions.

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Call Center Contact Center First Call Resolution Metrics 52

NobelBiz

APRIL 18, 2023

The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful. Also, call center operations managers are crucial in driving hyper efficiency within their organizations.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

MARCH 12, 2024

Operating in a 24/7 virtual environment, they sought a contact center software adaptable to their 100% remote business model, scalable across various sectors such as Financial Services, Medical & Pharmaceuticals, Real Estate, and Retail. Continuously monitor and analyze data to track progress and make informed decisions.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

NobelBiz

JUNE 5, 2023

According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer. This means that call center agents need to make multiple calls before they can even start the sales process. Managing Call Center Costs Implementing new programs is often costly.

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Call Center Contact Center Contact Center Software CRM 52

NobelBiz

JULY 31, 2023

For instance, in a call center servicing a software product, a technical glitch reported by a user would be queued to an agent specializing in troubleshooting, ensuring a swift and effective resolution. Nature of Query: A service outage report might be prioritized over a general inquiry, addressing critical issues first.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

NobelBiz

FEBRUARY 14, 2023

Contact centers, through gathering data from multiple sources, can gain a better understanding of the customers. And eventually identify trends and patterns to further improve the customer experience. This can help identify patterns and trends to improve the customer experience.

Contact Center 52

Contact Center Customer Journeys CRM Social Media 52

Talkdesk

MAY 5, 2020

Today, with the increasing adoption of remote work, the idea of the “traditional” contact center is rapidly evolving. You, a freshly-minted contact center agent, are able to work from anywhere, logging into your contact center software to help customers wherever they are.

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Contact Center Contact Center Software Transportation Hotels 57

NobelBiz

FEBRUARY 14, 2023

Improved decision-making Contact centers use CRM software to store and analyze customer data in order to identify patterns and trends in customer behavior. By regularly monitoring these metrics, contact centers can identify areas for improvement and adjust the CRM strategy as needed.

Contact Center 52

Contact Center CRM Measurement Strategy 52

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Contact center agents may also take issue with the performance metrics being used to assess them.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one.

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Contact Center Average Handle Time Call Center Contact Center Software 50

NobelBiz

FEBRUARY 22, 2023

All the customer data is scattered around, making it difficult to find trends and separate the issues. With our cloud contact center software OMNI+, you have a personalized Reports Engine at your disposal that allows you to harness the power of data. The customer will feel like you are stonewalling them.

How To 52

How To Omni-Channel Multi-Channel Wait Times 52

NobelBiz

FEBRUARY 18, 2023

All the customer data is scattered around, making it difficult to find trends and separate the issues. With our cloud contact center software OMNI+, you have a personalized Reports Engine at your disposal that allows you to harness the power of data. The customer will feel like you are stonewalling them.

How To 52

How To Omni-Channel Multi-Channel Call Center 52

NobelBiz

JULY 4, 2023

According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8% The Need for Automation in Call Centers The drive for automation in call centers is fueled by the increasing demand for efficiency and accuracy in handling high volumes of customer interactions.

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Interaction Call Center Engagement Contact Center 52

NobelBiz

MAY 2, 2023

This article is based on a recent discussion between the two experts within the NobelBiz Webinar Series , hosted by Brad Butler, a highly-skilled professional with more than ten years of experience in the contact center space. Nothing influences the Contact and Conversion Rates as an outdated contact database.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

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Contact Center Self Service Contact Center Software Call Center 40

NobelBiz

SEPTEMBER 30, 2020

Today we’re analyzing how a predictive dialer works, what it is, and what its purpose is within a call center environment. Further down, we’re looking at the metrics and operations that can be positively impacted by having a predictive dialer. A simplified description of the algorithms involves an analysis of the following metrics.

Contact Center 52

Contact Center Call Center Abandon Rate Average Handle Time 52

NobelBiz

FEBRUARY 21, 2022

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 software? Why do you need a new contact center software?

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NICE inContact

JULY 10, 2018

Optimization of the workforce is about people, processes and performance, along with the technology that ties together human behaviors with operational metrics. For the best results, look for a cloud contact center solution with in-built workforce optimization. Identify key topic areas.

Contact Center 24

Contact Center Technology Contact Center Software First Call Resolution 24

NobelBiz

JULY 25, 2023

By harnessing the power of advanced analytics tools, contact centers can uncover valuable patterns, identify emerging trends, and tailor their services to exceed customer expectations. Keyword Spotting: Identifies recurrent words or phrases that might indicate common issues, product mentions, or potential sales opportunities.

Interaction 98

Interaction Analytics Call Center Contact Center 98

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.

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Call Center Software Contact Center Software Contact Center 98

NICE inContact

NOVEMBER 9, 2018

Workforce management (WFM) software can help. WFM software is no longer for big contact centers. Look for a solution that is tightly integrated into your contact center software. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR.

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Contact Center Contact Center Software Self Service Chatbots 122

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Playvox

MARCH 19, 2024

AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. Powerful, right?

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

NobelBiz

OCTOBER 17, 2023

Power Your Contact Center with Work-From-Home Excellence Work-from-home (WFH) in contact centers enhances employee productivity, offers business flexibility, and maintains continuity during disruptions. No matter what regulation your contact center needs to comply with, OMNI+ powered by Safe Select has you covered.

Call Center 59

Call Center Management Contact Center Contact Center Software 59

NobelBiz

FEBRUARY 27, 2023

And finally, metrics, which constitute the cornerstone for every decision, and a key element to be able to analyze, track, and measure success. In this article, we will elaborate on the key elements that underlie the success of contact centers. Thus, becoming a successful contact center.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

Kustomer

JUNE 27, 2022

What Is Customer Service Software? Customer service software encompasses a range of tools that gather, organize, manage, analyze, respond to, resolve, and report on, as well as unify all aspects of a brand’s customer support. Current Trends for Customer Service Platforms. Top 12 Customer Service Software Tools for 2022.

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Software Tools Customer Service Self Service 98

NobelBiz

APRIL 25, 2023

Use Data-Driven Insights Leveraging data-driven insights can help you identify inefficiencies and areas for improvement in your call center operations. By analyzing key performance indicators (KPIs) and call center metrics, you can pinpoint trends and patterns that could be contributing to higher costs.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

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?

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

ViiBE Blog

JULY 30, 2021

To make inbound contact operations smooth and of utmost quality on both the customer’s and the agent’s sides, various innovative technologies can be used. How to enhance the contact center experience. What is the importance of an inspection report? Trust the cloud. Get updates and learn from industry experts.

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Contact Center Self Service Call Center Transportation 52

NobelBiz

APRIL 21, 2022

Buying patterns and preferences shift in reaction to their tastes, trends, and digital environment. With the growth of online shopping, brands have had to redefine their engagement strategies and by extension contact centers. And this is a decisive factor in the relationship between brands and clients.

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Contact Center Call Center Social Media CRM 52