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. Call queueing is the heart of modern customer communication, orchestrating a well-organized waiting system that ensures no customer is left unheard. The result?

Communication 52

Communication Call Center Wait Times Contact Center Software 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 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

JANUARY 25, 2021

Measuring your contact center performance is the first cornerstone of your outbound campaign. This metric, therefore, measures the intention and willingness of your customers. It’s actually a metric to assess the level of customer frustration. This includes smoother customer flow, reduced waiting time, and others.

Net Promoter Score 52

Net Promoter Score Customer Service Effort Score Contact Center 52

ViiBE Blog

MARCH 18, 2021

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

Average Handle Time 52

Average Handle Time Call Center Knowledge Base Virtual Call Center 52

GlowTouch

JULY 2, 2020

Work one-on-one with agents as time allows to help them adapt a positive attitude. Treat Chat as A Personalized Channel. Be Clear and Concise About Wait Times. Being clear and upfront with wait times will keep customers “on the line” when they would otherwise abandon the interaction to find support elsewhere.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

NobelBiz

JANUARY 10, 2021

Mobility, flexibility, automation… the development of chatbots is the inevitable result of a ten-year technological convergence that has swept across all companies and contact centers. What are its advantages for contact centers? Why do call centers need a chatbot? Why is it vital for a business?

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

NobelBiz

APRIL 27, 2021

As a result, engaging in contact center solutions and technologies yields significant returns for companies. How can a contact center solution enhance customer loyalty? Understanding Customer Loyalty Customer retention is described as a contact center’s ability to keep its customers over time.

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 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.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers?

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

FEBRUARY 22, 2023

Many companies rely on BPO contact centers to handle customer support. In today’s environment, people don’t simply call for help; they also utilize digital channels such as Social media, SMS, chat, and email. Contact centers provide a wide range of support services under one roof. What are your KPIs?

Call Center 52

Call Center Contact Center Multi-Channel Software 52

UJET

MARCH 22, 2021

So the saying “meet your customers where they are” has always referred to the channel they were in. Today, I think it should instead refer to what mode they’re in and what device they’re on when using those channels. When the pandemic first started, contact center operators were scrambling to support agents working from home.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

Comm100

OCTOBER 18, 2018

Reduce wait times with real-time support. Holiday season for contact centers and support teams alike mean one thing: high call volumes. From pricing to return policies to shipping times, there are all sorts of customer queries that come in during the busiest season of the year.

Customer Service 102

Customer Service Knowledge Base Wait Times Policies 102

GlowTouch

SEPTEMBER 17, 2019

The Preferred Channel by Customers, Exceptional ROI for Companies. Clearly, chat is the preferred channel for customers, because it’s quick and easy. The Best Channel for Customers. If we dive deeper, email has a long turnaround time, which may involve several correspondences. The good news is that it is great for both.

ROI 73

ROI Company Multi-Channel Return on Investment 73