NICE inContact

SEPTEMBER 26, 2019

Our latest CX global benchmark study showed a 63% increase in the number of customers interacting with companies through voice and digital channels, like chat and social media, which is driving up the volume of interactions. How can contact centers keep up with this demand?

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NICE inContact

JUNE 25, 2019

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. Brands have to remember that social media is a social space that’s inherently customer-centric.

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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. But NobelBiz doesn’t stop at just efficiency.

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NobelBiz

JUNE 5, 2023

Inbound lead generation includes blogging, SEO, social media, PPC. An outbound lead generation call center can deliver personalized experiences by treating every interaction as an opportunity to understand and meet the unique needs of each prospect. Simple to use: We know that omnichannel might sound complicated.

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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.

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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. The NobelBiz OMNI+ platform will imbue your contact center with true omnichannel capabilities.

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NobelBiz

FEBRUARY 22, 2023

All the customer data is scattered around, making it difficult to find trends and separate the issues. Identify all the channels used by customers To begin, you need to understand the various points of contact and connection with your clients, which are becoming increasingly numerous. How to remove customer friction points?

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NobelBiz

JANUARY 23, 2024

The digital era brought about significant changes, introducing chatbots, social media, and omnichannel support. This innovation aligns perfectly with the growing trend and necessity of Customer Support as a Service (CSaaS).

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NobelBiz

FEBRUARY 18, 2023

All the customer data is scattered around, making it difficult to find trends and separate the issues. Identify all the channels used by customers To begin, you need to understand the various points of contact and connection with your clients, which are becoming increasingly numerous. How to remove customer friction points?

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How To Omni-Channel Multi-Channel Call Center 52

CSM Magazine

JUNE 12, 2023

Contact center fraud is an increasingly worrying issue for companies and customers alike, creating risks that can lead to significant financial losses, reputational damage, and negative customer experiences. Contact Center Software and Tools In recent years, contact center software and tools have developed capabilities to combat fraud.

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NobelBiz

FEBRUARY 23, 2023

CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Allows organizations to build their contact center software by providing a communication tools such as video calls, instant messaging etc.

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NobelBiz

FEBRUARY 23, 2023

CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Allows organizations to build their contact center software by providing a communication tools such as video calls, instant messaging etc.

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NobelBiz

APRIL 3, 2023

Here’s a real-life example from Carl Stuerke, our contact center software consultant and self-service expert: It would be best if you were very careful that you don’t cannibalize the contacts that you want to receive by implementing a self-service campaign. And a phone tree is not going to give it to them.

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NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

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NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

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Call Center Omni-Channel Trends Contact Center 52

NobelBiz

JANUARY 10, 2021

The Rules of Implementing the Chatbot in a Call Center Rule N° 1: Define your Framework It is by no means about adopting a chatbot just because it is the trend in contact centers. Finally, a virtual agent can improve the image of your customer service platform by streamlining your digital and omnichannel interactions.

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NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. Call centers must invest in tools and training to ensure adherence to evolving regulations while maintaining operational efficiency.

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NobelBiz

JULY 10, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Advantages of Using AI in Lead Generation for Call Centers The advantages of utilizing AI in lead generation for call centers are profound and game-changing. Say hello to personalized interactions, predictive analytics, and efficient workflows.

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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. These metrics can be used to identify areas of improvement in the contact center, such as training needs for agents, and to help improve the customer experience.

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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? And here are the telltales.

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NobelBiz

OCTOBER 24, 2023

Social media engagement for customer feedback. Channels The channels refer to the mediums through which these interactions take place. In today’s digital age, customers can engage with brands through a wide range of channels, including social media platforms , email , and more.

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NobelBiz

APRIL 11, 2023

Social media monitoring and engagement: Last but not least, ChatGPT can monitor social media platforms for customer inquiries or complaints, responding to them or escalating them to the appropriate personnel as needed. Generative AI in an omnichannel contact center environment Now, the trend is clear.

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NobelBiz

MAY 25, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz The Importance of Customer Data in Call Centers Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile.

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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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NobelBiz

OCTOBER 9, 2023

Integration issues within contact centers are not mere obstacles; they are the bridges to seamless customer experiences, connecting the dots between customer data, efficiency, and satisfaction. Being a cloud contact center solution , it diminishes the concerns related to server downtimes, ensuring seamless operations.

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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. NobelBiz OMNI+ enables seamless WFH deployment, ensuring smooth operations in a remote environment.

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Playvox

MARCH 19, 2024

It is influencing what we see on social media and when researching “how to” at work. 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.

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NobelBiz

NOVEMBER 15, 2022

Just think about the emergence of new communication channels, mobile devices, social media, VoIP, rich data, and so on… In short, there is a strong connection between technology and the agent experience, especially in today’s omnichannel environment. What is a Unified Agent Desktop? It’s tricky, right?

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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.

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NobelBiz

FEBRUARY 27, 2023

With a proper omnichannel contact center solution like Omni+ you can improve agent performance, enhance the customer experience, and increase operational efficiency, ultimately driving business success. Through feedback, surveys and social media comments, managers can know exactly what causes the malaise.

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ViiBE Blog

JULY 30, 2021

Considered a relatively new solution, contact center is an omnichannel customer support platform. Maybe they are more engaged with your social media and the support you can offer there? Pinpointing the most successful communication channels is key to saving time and effort that we all value highly.

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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? And here are the telltales.

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NobelBiz

MAY 22, 2023

The world of business communication is constantly evolving, with newer technologies and trends emerging. Let’s take a look at some of these future trends: Integration of AI in Communication Artificial Intelligence is making its way into every business sphere, and communication is no exception. Your business deserves nothing less!

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NobelBiz

APRIL 21, 2022

Consumers have become more competitive and erratic as a result of the rise of social media and new emerging technologies. Buying patterns and preferences shift in reaction to their tastes, trends, and digital environment. Contact centers are becoming more advanced and they are also being impacted by several new technologies.

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NobelBiz

FEBRUARY 23, 2023

It also implies having a single point of contact for troubleshooting through the UCaaS provider. UCaaS solutions can enable omnichannel communication or augment core customer services with artificial intelligence analytics. Therefore, we visualize each necessary improvement needed with an omnichannel customer experience in mind.

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NobelBiz

JUNE 7, 2021

It also implies having a single point of contact for troubleshooting through the UCaaS provider. UCaaS solutions can enable omnichannel communication or augment core customer services with artificial intelligence analytics. Therefore, we visualize each necessary improvement needed with an omnichannel customer experience in mind.

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