NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

Uniphore

NOVEMBER 19, 2021

Now, contact center leaders, customer experience leaders and those serving customers directly are empowered in ways we haven’t seen before. These leaders have a deep understanding of the real challenges their contact center agents and customers face. But there is a new set of challenges as well. CEOs are People Too!

Customer Experience 264

Customer Experience Self Service Contact Center First Call Resolution 264

ClientSuccess

FEBRUARY 22, 2023

The role of customer support is typically reactive in nature, meaning that it responds to customer inquiries or issues as they arise. Customer support agents are trained to identify and diagnose customer problems and then provide solutions or workarounds to resolve them.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ShepHyken

MARCH 18, 2020

A customer service representative answers the phone and hears about a problem a customer is having. It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the customer called. The phone rings. You get the idea.

First Call Resolution 102

First Call Resolution Customer Service Training Customer Service Representative Contact Center 102

ShepHyken

MARCH 18, 2020

A customer service representative answers the phone and hears about a problem a customer is having. It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the customer called. The phone rings. You get the idea.

First Call Resolution 71

First Call Resolution Customer Service Training Customer Service Representative Contact Center 71

NobelBiz

APRIL 5, 2022

The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. High call volumes, working circumstances that necessitate modifications, and an intensive rhythm taint this image.

Contact Center 52

Contact Center Call Center First Call Resolution How To 52

NobelBiz

AUGUST 23, 2022

Speech Analytics is a process of evaluating a customer’s voice. This includes collecting multiple retrievable, recognizable, and reusable data points on interactions between this consumer and a corporation. This metric has become crucial for customer relationship management, particularly in contact centers. Let’s have a look!

Call Center 52

Call Center Analytics Contact Center Self Service 52