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Navigating the SMS Landscape: Compliance, Strategy, and Innovation

NobelBiz

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.

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What is a lead generation call center and how does it work?

NobelBiz

Types of Lead Generation Call Centers There are two main types of Lead Generation call centers: inbound and outbound. Inbound Lead Generation Call Center Inbound lead generation call centers handle incoming inquiries from potential customers.

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Contact Center Fraud: A Guide to Identification and Prevention

CSM Magazine

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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Going Mobile: Building a Remote Workforce

NICE inContact

Relying on mobile call center agents presents unique obstacles and call for unique solutions. Frontline Group experienced a tough year of struggling with a hosted telephony provider, as well as problems like excessive system downtime and inadequate reporting software. There had to be a better way.

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Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. You Still Need Analysts.

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3 Ways to Streamline Digital Customer Service Integration

NICE inContact

The case for digital customer service integration is clear: Companies using digital channels for customer service can increase customer engagement and answer more customer queries without any additional resources. It’s all about increasing efficiency in the contact center. 2) Change the mindset of the contact center.

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5 Ways To Optimize Call Abandonment Rate For Contact Centers

NobelBiz

Invest in contact center technologies Consumers today are aware of their rights and will contact customer support if they are displeased. Regularly review your software: One cause of this “downtime” might be the poor speed of the software you use.