NICE inContact

OCTOBER 29, 2018

Now, just for fun, think of the time when we saw the demise of the Blackberry phone; Google launching its Facebook “killer”, Google+; the time when companies began to embrace mobile devices; and the introduction of group texting. What does this have to do with contact centers? Seems like a long time ago, right?

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.

Contact Center 78

Contact Center Connections Fashion Omni-Channel 78

CSM Magazine

JUNE 29, 2023

Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution.

Groups 52

Groups Contact Center Omni-Channel Consulting 52

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

NobelBiz

FEBRUARY 9, 2023

The discussion revolved around the technical evolution of call centers and the key role the SaaS plays for this particular industry. Learn about the change from call center to contact center, what role omnichannel played in this and many more interesting subjects. Obviously not omnichannel. Multichannel?

Call Center 52

Call Center Contact Center Omni-Channel System 52

NobelBiz

FEBRUARY 21, 2023

Find out in this article 10 of the most essential soft skills a contact center agent needs to have in order to deliver an excellent customer experience. Thus, listening to a contact center representative increases satisfaction and can even affect a consumer’s purchasing choice. Find out more.

Contact Center 52

Contact Center Call Center Communication Omni-Channel 52

NICE inContact

MARCH 27, 2018

Some pundits are fearful that AI will replace certain groups of employees entirely. While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. voice or chat).

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today. Here are 9 simple methods to get started!

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52

NICE inContact

JUNE 27, 2017

For Carlson Rezidor , one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest reservation contact centers had its own challenges. Centralize and simplify. Hear more of Carlson’s story in their own words in this quick 2-minute video.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

NICE inContact

JULY 21, 2020

Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends.

Omni-Channel 160

Omni-Channel Trends Groups Consumers 160

GlowTouch

AUGUST 23, 2021

Multi-Story Facility to Accommodate 300+ in the First Year August 20, 2021 (Louisville, KY) – GlowTouch, LLC , a global Business Process Outsourcing (BPO) services provider based in Louisville, KY, announced today that the company has opened a new contact center in Mysore, India.

Contact Center 52

Contact Center Omni-Channel Software Technology 52

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Companies now have to invest in data, technology, and omnichannel communication to supplement the lack of contact in the voice strategy. And no wonder. And no wonder.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. As a result, the tools, technology, and procedures that contact centers will need to adapt to hybrid work patterns that must be carefully evaluated.

Contact Center 52

Contact Center e-support Culture Meeting 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. As a result, the tools, technology, and procedures that contact centers will need to adapt to hybrid work patterns that must be carefully evaluated.

Contact Center 52

Contact Center e-support Culture Meeting 52

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Calabrio

JULY 29, 2016

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

Think Customers

MARCH 1, 2021

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support, comfort, and information. Rethink the traditional contact center. The traditional contact center model is facing a reckoning.

Contact Center 52

Contact Center Healthcare Omni-Channel Chatbots 52

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. It is critical to spend time talking to them, both individually and as a group.

Contact Center 52

Contact Center How To Omni-Channel Social Media 52

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. What you can do: Establish an omnichannel strategy.

Contact Center 100

Contact Center Report Banking eBook 100

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. These reports also boost your call center and business intelligence by providing actionable data.

Contact Center 52

Contact Center Analytics Data Call Center 52

NobelBiz

NOVEMBER 16, 2021

Although it is still simply a “beautiful notion” for far too many businesses and contact centers. In this article, we explore the influence of emotional intelligence in companies and how to unlock it for contact centers. Nancy Munro is an expert in contact center training simulations.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

NobelBiz

NOVEMBER 20, 2023

Departments group extensions together, facilitating organized call routing and making it easier for callers to reach the right person or team. Step 3: Crafting the Perfect Phone Greeting & Implementing Other Advanced Features Crafting the Perfect Phone Greeting: Your phone greeting serves as the initial point of contact with your clients.

System 103

System Communication Contact Center Self Service 103

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. How to measure Your Contact Center’s NPS?

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

CSM Magazine

FEBRUARY 12, 2024

Segmentation allows businesses to divide their customer base into distinct groups based on demographics, behaviors, preferences, or other relevant factors. 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.

Communication 52

Communication Strategy Contact Center Software Contact Center 52

NICE inContact

AUGUST 27, 2019

This isn’t just our idea; it’s backed up by the stats: Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of customers, compared to 33% for companies with weak omnichannel strategies (Aberdeen Group Inc.) 1) Be personal. 7) Be on-point with data.

Connections 149

Connections Tips Social Media Multi-Channel 149

The DiJulius Group

OCTOBER 19, 2022

We are happy to announce that NobelBiz has partnered with Customer Dynamics, the #1 TCPA compliance innovator, to futureproof its contact center technology ecosystem. Integrating Customer Dynamics’ Safe Select tool, NobelBiz OMNI+ now allows contact centers to run omnichannel. Read Full Article.

Contact Center 52

Contact Center Omni-Channel Innovation Groups 52

NICE inContact

SEPTEMBER 13, 2017

During this “low season,” many hospitality contact centers evaluate previous high season performance and customer satisfaction levels in order to address and improve key performance indicators (KPIs) like call abandonment. So guests receive swift attention and a more complete experience via any contact channel, at any time of day.

Customer Experience 122

Customer Experience Contact Center Hospitality Hotels 122

NICE inContact

SEPTEMBER 13, 2017

During this “low season,” many hospitality contact centers evaluate previous high season performance and customer satisfaction levels in order to address and improve key performance indicators (KPIs) like call abandonment. So guests receive swift attention and a more complete experience via any contact channel, at any time of day.

Customer Experience 120

Customer Experience Contact Center Hospitality Hotels 120

Experience Investigators by 360Connext

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. Many leaders are seeing heavy turnover in contact centers, leading to costs around hiring, training, and losing institutional knowledge.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next?

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Financial 111

Financial Omni-Channel Groups Analytics 111

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Forrester’s rigorous questionnaire evaluated vendors against 32 criteria, grouped into three high-level categories—current offering, strategy and market presence.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

TechSee

FEBRUARY 2, 2022

Companies are investing in their call centers to differentiate and personalize their brand and improve overall operational efficiency. What Is Call Center Technology? Call center technology can refer to any tool that contact centers use to improve productivity, manage staff, deliver better service, or cut costs.

Call Center 124

Call Center Self Service Technology Social Media 124

Playvox

JULY 31, 2023

Related Article: How to Enhance the Agent Experience for Your Hybrid Contact Center Team Business And Customer Outcomes Of Employee Self-Service Using a workforce management solution to optimize how you use your resources is vital in today’s omnichannel environment. A display of group business metrics.

Self Service 85

Self Service Management Contact Center ROI 85

ShepHyken

NOVEMBER 6, 2018

Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy. Omnichannel means offering the consumer their preferred channels and methods to communicate with your company.

Omni-Channel 112

Omni-Channel Contact Center Touchpoint Leadership 112

GlowTouch

AUGUST 23, 2022

GlowTouch is an Aspirant in the consulting giant’s annual compilation of outsourcing excellence and follows another year of ushering in new clients and opening additional contact center locations. The Everest Group recognition comes as the company celebrates its 20th year in the industry. “It

Customer Experience Management 52

Customer Experience Management Management Customer Experience Contact Center 52