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. Agent Scorecards: Individual agent performance is encapsulated in scorecards, providing clear feedback and areas for training.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

JULY 31, 2023

With the right call queuing system in place, you’ll witness improved call handling, reduced wait times, and heightened agent productivity. This indispensable process optimizes agent availability, reduces wait times, and crafts engaging on-hold experiences.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

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.

Call Center 59

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. What are your wait times by channel?

Contact Center 74

Contact Center Measurement Call Center How To 74

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

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

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. CSAT = (number of positive responses / the total number of responses) x 100.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

FEBRUARY 22, 2023

If the telephone is the initial point of contact for the client, it might create a set of customer friction points. That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. Long waiting times Customers are no longer willing to wait.

How To 52

How To Omni-Channel Multi-Channel Wait Times 52

NobelBiz

FEBRUARY 18, 2023

If the telephone is the initial point of contact for the client, it might create a set of customer friction points. That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. Long waiting times Customers are no longer willing to wait.

How To 52

How To Omni-Channel Multi-Channel Call Center 52

NobelBiz

FEBRUARY 27, 2023

Self-service options also increases contact centers’ efficiency by reducing the workloads of live agents. Making them available to handle more complex issues, and consequently reduce wait times for other customers. Thus, becoming a successful contact center. Another cause is the lack of data analysis.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

NobelBiz

NOVEMBER 15, 2022

Brad Butler, Contact Center Software Consultant @ NobelBiz What makes a great unified agent desktop? Streamlining operations is the key to success in the modern contact center landscape. Brad Butler, Contact Center Software Consultant @ NobelBiz That is what Unified Agent Desktop is all about.

Call Center 52

Call Center Contact Center How To Contact Center Software 52

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center. The post What is Call Wrap Up Time?

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50

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

Talkdesk

JULY 16, 2019

Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue? 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.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

JUNE 1, 2021

Companies came in the early 2000s and defied the trend by offering cloud-based outsourced solutions. Analytics and reporting tools are watched in real-time from any computing device that is connected. What are the advantages of using CCaaS software? Establish on-site or virtual call center teams.

Contact Center 52

Contact Center Multi-Channel Call Center Software 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. What are the benefits of CTI integration for contact centers?

Contact Center 52

Contact Center Call Center Social Media CRM 52

NobelBiz

SEPTEMBER 30, 2020

Also, because of the predictive mode, call centers regularly see a significant drop in call waiting times , which eventually leads to a reduction in abandoned calls. Furthermore, predictive dialing engines enhance performance if there is a wide inventory of high-quality contacts with identical chat times between calls.

Contact Center 52

Contact Center Call Center Abandon Rate Average Handle Time 52