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. The result?

Communication 52

Communication Call Center Wait Times Contact Center Software 52

NobelBiz

OCTOBER 18, 2021

That is why Call Center Shrinkage is commonly used as a planning tool to determine how many agents to recruit. Internal Dimension: Group and one-on-one sessions for guiding or training Time spent without handling clients. The post Call Center Shrinkage: Strategies and Tools for Decision-makers appeared first on NobelBiz.

Call Center 52

Call Center Tools Strategy Contact Center 52

NobelBiz

FEBRUARY 13, 2024

NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. This tool is ingeniously designed to present client information alongside contact details before the call is made.

Call Center 59

Call Center Self Service Software Contact Center 59

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. What are your wait times by channel?

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Contact Center Measurement Call Center How To 74

NobelBiz

MAY 16, 2023

This approach offers a flexible, scalable, and cost-effective alternative to traditional on-premises contact centers, allowing businesses of all sizes to access advanced customer support tools and technologies. NobelBiz OMNI+ Hosted Cloud Contact Center Solution What Are the Benefits of a Hosted Contact Center?

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Contact Center Customer Service Contact Center Software Call Center 52

UJET

JUNE 25, 2021

Amid all this chaos, companies need to consider which tools to add to the customer experience stack to help better serve the customer journey. Doing so reduced its in-app voice wait times by 50%. Public switched telephone network (PSTN)caller wait time dropped to less than one minute , and PSTN call abandonment fell a solid 8%.

Customer Journeys 82

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NobelBiz

MAY 16, 2023

This approach offers a flexible, scalable, and cost-effective alternative to traditional on-premises contact centers, allowing businesses of all sizes to access advanced customer support tools and technologies. NobelBiz OMNI+ Hosted Cloud Contact Center Solution What Are the Benefits of a Hosted Contact Center?

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

NobelBiz

APRIL 18, 2023

Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

FEBRUARY 14, 2023

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. To adequately monitor and evaluate, you need to: First, regularly monitor and progress toward reducing dead air time.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

NobelBiz

JULY 19, 2022

As a decision-maker and owner, you must review the success of new employees under your supervision on a regular basis and offer them the necessary assistance, resources, tools, and training. In this article, we will explain what call whispering is and how its advantages may affect your contact center’s productivity and efficiency.

Contact Center 52

Contact Center Contact Center Software Call Center Telecommunications 52

NobelBiz

SEPTEMBER 12, 2023

To optimize ATT, call centers employ various strategies, such as agent training programs, call scripting, and technological tools, to strike the right balance between service quality and efficiency. Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured?

Call Center 52

Call Center Metrics Contact Center Customer Satisfaction 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

Talkdesk

APRIL 10, 2019

The higher the SLA, the less time your customers spend waiting to speak with one of your agents. Downtime: How many minutes or hours per month is your contact center software down or unavailable? If downtime is affecting your contact center, check out our 100% Uptime SLA agreement.

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Call Center Metrics Self Service First Call Resolution 45

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. Predictive dialers use algorithms to reduce wait times for agents and customers on the line.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

NobelBiz

FEBRUARY 21, 2023

Presented using reports to monitor a contact center’s performance over time. On the other hand, analytics refers to the use of advanced tools and techniques to analyze the collected data. Optimize staffing: Through analytics, managers can identify peak call times and volumes.

Contact Center 52

Contact Center Report Analytics Self Service 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

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Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

APRIL 3, 2023

However, most, if not all, inbound-oriented contact center departments are faced with the problem of a huge influx of trivial inquiries taking up most of the agent’s time. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. What About the Clients?

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NobelBiz

MARCH 21, 2023

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity.

Contact Center 52

Contact Center Software Call Center Call Recording 52

NobelBiz

FEBRUARY 21, 2022

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition.

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Contact Center Software Contact Center Software Call Center 52

InMoment XI

OCTOBER 19, 2023

Contact centers work by routing customer inquiries to the most appropriate agents or channels, which enhances efficiency and reduces customer wait times. What are Contact Center Solutions?

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Contact Center Customer Service Omni-Channel Call Center Solutions 364

NobelBiz

MAY 9, 2023

In a regular set-up, where agents manually select, dial, and wait for the call to connect is estimated that a total of 36 hours is being wasted each month – per rep. It’s easy to see how an automated tool to select prospects, dial, and route the call can optimize the outbound process.

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Call Center Software Contact Center Software Contact Center 98

NobelBiz

FEBRUARY 22, 2023

They also enable you to identify top-performing agents objectively by using specific call center key performance indicators (KPIs) like wait times and first-call resolution rates for support agents or closure rates and deal value for sales reps. And that’s where NobelBiz Omni+ comes in!

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Contact Center Analytics Data Call Center 52

NobelBiz

FEBRUARY 14, 2022

After-call work time The after-call work time calculates the time required for call center agents to perform their tasks following each call. This indicator enables managers to assess agents’ success in performing needed post-call work and to determine how much time should be devoted to post-call work.

Metrics 52

Metrics Contact Center Management Call Center 52

NobelBiz

MARCH 6, 2023

Predictive dialer software improves customer service operations as it allows to: Automate the process of calling customers back who have requested a call from an agent. This can reduce customer wait times and ensure that agents promptly address their issues. This ensures that customers are connected to the right agent.

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NobelBiz

FEBRUARY 2, 2021

Working remotely is not a source of great change for your processes as long as you are equipped with the right work tools. By having a 100% cloud-based call management solution like Omni+ from NobelBiz integrated with your business tools, you can be fully operational in just a few minutes.

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Call Center Training Tips Contact Center 52

NobelBiz

SEPTEMBER 30, 2020

It is a tool that gained ever more traction with the introduction of cloud environments and data analytics, being an advanced method for outbound high-volume contact center solutions. Other than that, it is also a way to filter out voicemails, busy signals, and disconnected numbers.

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Contact Center Call Center Abandon Rate Average Handle Time 52

NobelBiz

JULY 25, 2023

Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers.

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NobelBiz

APRIL 18, 2022

The explanation is simple: a dissatisfied agent with his tools, working circumstances, or hours will never produce a satisfied customer! Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work.

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

AUGUST 14, 2023

The call center sector, constantly under pressure to enhance customer satisfaction and operational efficiency, finds a revolutionary ally in voicemail detection. This tool, increasingly integral to modern call centers, not only optimizes outreach but also crafts a streamlined experience for both agents and clients.

Contact Center Software 52

Contact Center Software Call Center Contact Center Training 52

NobelBiz

NOVEMBER 6, 2023

The estimated value of the global contact center software market by 2027 is $110 billion , according to Replicant. Now, let’s delve into the examples of the automation tools that can revolutionize your call center operations. alone by 2040.

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Call Center Self Service Contact Center Customer Service 105

NobelBiz

OCTOBER 17, 2023

In Part Two of ‘Pain Points for Call Center Owners and Operations Managers,’ we will unveil an additional set of seven critical challenges and provide insights, solutions, and practical strategies to tackle them head-on. Seamless Collaboration: The solutions are equipped with tools that promote collaboration.

Call Center 59

Call Center Management Contact Center Contact Center Software 59

NobelBiz

JANUARY 3, 2024

Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024. Call centers must invest in tools and training to ensure adherence to evolving regulations while maintaining operational efficiency.

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Call Center Trends Contact Center Contact Center Software 105

NobelBiz

APRIL 25, 2023

Call centers can maximize productivity and minimize costs by effectively scheduling agents, monitoring performance, and implementing targeted training programs. – Steve Bederman, President of NobelBiz And that allows for a much more integrated broad workforce, allowing contact centers to take on more business worldwide.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NobelBiz

MARCH 22, 2021

More than just a system for controlling inbound and outbound calls, telephony software has evolved into a powerful tool for increasing productivity and enhancing customer satisfaction within contact centers. The switchboard’s work is made easier by CRM applications that integrate with contact center software.

CRM 52

CRM Customer Service Contact Center Software Contact Center 52

NobelBiz

APRIL 11, 2023

As customer service demands continue to grow, contact centers are constantly on the lookout for innovative solutions to enhance their operations. ChatGPT, the advanced AI language model developed by OpenAI, has emerged as a promising tool for contact centers to improve customer interactions and streamline processes.

Contact Center 52

Contact Center Chatbots Omni-Channel Contact Center Software 52

NobelBiz

FEBRUARY 27, 2023

And as the old adage states that to do a good job, you need the right tools, it also applies to agents. It does not matter if you have the best workforce, if you miss the right tool for it to achieve its full potential. Self-service options also increases contact centers’ efficiency by reducing the workloads of live agents.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

NobelBiz

JANUARY 17, 2022

The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals.

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52