NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Steve DiGioia

MAY 2, 2022

If a wrestler can do all this for their fans, the least a customer service rep can do is make that extra phone call, search one more time, ask one more question, and think of another way to “serve” their customer. Sure, they must make it look like they are hurting them, but we all know it’s a show and the show must continue the next day.

Customer Service 328

Customer Service Entertainment Morale Scripts 328

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. However, here are some of the stats that stood out to me most: 73% of business leaders reported a direct link between customer service and business performance. 60% say customer service improves customer retention .

Contact Center 195

Contact Center Upselling Engineering Education 195

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. His goal is to harness the collective intelligence of customer-centric thought leaders to help businesses create better customer relationships.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Continue below to learn more. As Zendesk explains, 60% of customers have a higher standard of service than in the past.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

Aspect

MARCH 30, 2020

Last week I discussed that Business Continuity for both Aspect as well as our customers has taken on a whole new dimension. Better yet, we have learned that the term “business continuity” has become an assumed deliverable by all companies. Leadership Continuity, in this case, is not another form of succession planning.

Government 153

Government Contact Center Education Consulting 153

ShepHyken

MAY 15, 2020

A year later a water valve broke on the washing machine, causing a continuous slow drip. Wondering if I could continue to trust this manufacturer, I contacted them to report the issue. Not receiving a response, I later wrote a blog post about the importance of not blocking your customers (literally, in this case!).

Contact Center 336

Contact Center outsourcing Quality management Marketing 336

Aspect

AUGUST 16, 2018

BUT, think about the last time you had to call your mobile carrier, did you deal with an outdated IVR, end up transferred about 100 times, and then finally get on the phone with someone who tells you “sorry, you must go into a store to do that,” because I sure did, and I was incredibly frustrated.

Interactive Voice Response 177

Interactive Voice Response Contact Center Customer Service Customer Experience 177

Aspect

NOVEMBER 4, 2020

In 2004 Aspect opened an office in Bengaluru (also called Bangalore) with four employees focused on quality assurance and facilities. The headcount has grown to 424 employees that currently work across various departments including consolidated customer care, professional services, research & development and sales in one center. .

Customer Care 127

Customer Care Sales 127

Fonolo

JULY 7, 2020

According to the National Post , call centers are being overwhelmed by callers looking for both physical and mental health support. This spike in call volume has resulted in queues that are hours long, and challenges for call center staff. 9 Effective Ways to Handle Call Spikes in a Crisis.

Call Center 112

Call Center Healthcare Management Technology 112

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. This, however, is crucial for businesses that are trying to maintain a competitive edge. Why is an Omnichannel Customer Engagement Strategy Important for Businesses?

Contact Center 52

Contact Center CRM Call Center Best practices 52

Aspect

MARCH 26, 2020

Inundated with Inbound Calls. A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. Customers Getting Fast Busy Signal.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

aircall

JUNE 27, 2022

The connected business phone joins a rare breed of businesses, only 8 years after its creation. We’re delighted to reach this milestone as a company, as it represents the continued value we bring to customers around the world and helps further our mission of empowering every professional to have richer conversations.”.

call center software 105

call center software Call Center Metrics Marketing 105

Hodusoft

OCTOBER 4, 2023

Managing the cost per call is a paramount challenge for contemporary businesses across various industries. As per industry standards, an acceptable cost per call could range anywhere from $2.70 However, the cost per call varies from one industry to the other. Read on and thank us later.

voip 105

voip Real estate Abandon rate Analytics 105

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

aircall

JULY 28, 2021

CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus some of the time. More importantly, how can they continue empowering their employees despite them working in remote locations? What Is a Hybrid Workforce?

Real estate 104

Real estate call center software Call Center Wait times 104

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. How Quality Management Processes Have Shifted It could be called the perfect storm for contact centers.

Quality management 75

Quality management Contact Center Management Best practices 75

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. So, how do you manage call surges during unanticipated high-traffic periods? Let’s explore the top 10 tips high call volume call centers could use.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Blueship Call Center

DECEMBER 12, 2023

During its early stages, business process outsourcing (BPO) has become a well-recognised method utilised by organisations across several industrial sectors. A professional call center outsourcing vendor primarily responsible for helping businesses achieve increased productivity, cost savings, and operational simplification.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. billion by 2030. What is CCaaS? What is CCaaS?

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

SharpenCX

OCTOBER 4, 2023

Contact center agents are the ones who answer the call—literally and figuratively—when things hit the fan, from being stranded on the side of the road to being locked out of an account. They’re often also the first to know and share in our joys, like adding a new baby to your insurance plan and processing your first mortgage.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You’re welcome to pick and choose from the questions below, tailoring to your unique business needs.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Spearline

JANUARY 20, 2023

Call Quality Call center number testing is a vital component of any quality assurance planning framework The QA Mandate The overall customer journey is a complex lattice of touchpoints, with your call center representing one of the most important. So, what should a QA plan look like?

Call Center 52

Call Center Telecommunications Metrics Benchmark 52

OctopusTech

MAY 19, 2021

Call centers deal with huge bundles of data daily. As data is the lifeblood of call centers, having a reliable as well as robust data backup system is a must. Unfortunately for businesses, several aspects can incur data loss, such as hardware glitches, corrupt files, malware attacks, and even natural calamities.

Call Center 116

Call Center outsourcing Big data Personalization 116

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022? reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

Cisco - Contact Center

JUNE 29, 2020

Customer service and support has always been a mission-critical component for successful business operations, even as your teams have been scattered and working remotely. Now that companies and organizations are returning to the office, you may be reflecting on the effectiveness of your business continuity plan.

Contact Center 95

Contact Center Call flow Enterprise Customer centricity 95

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Business Continuity. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Aspect

MARCH 23, 2020

It is fair to say that many companies had IT business continuity plans for several disastrous “what-if” scenarios. Most revolved around the data centers not being able to operate. In closing, we have seen an increase in call volume. Speed is of the essence when it comes to business continuity.

Education 123

Education Consulting Consulting Customer Support 123

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. Are you going to risk that money and your business continuity on something that is untested?

Call Center 105

Call Center contact center solutions Contact Center Cloud contact 105

Upstream Works

NOVEMBER 4, 2021

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers.

Contact Center 78

Contact Center contact center solutions Call Center Multichannel 78

Call Experts

SEPTEMBER 8, 2023

For call centers specifically serving the healthcare industry, compliance with HIPAA regulations isn’t just a legal requirement but a crucial aspect of providing top-notch customer service. Today, HIPAA has become a cornerstone in safeguarding patient data across all practice areas.

Answering services 52

Answering services Healthcare Call Center Education 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. Thankfully, this perspective on the contact center has shifted significantly. Cost is only one of them.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Noble Systems

FEBRUARY 4, 2021

As we discussed in part 1 of this blog series, there is no denying that consumer decision journeys and buying behaviors have changed, many of them forever, due to the impacts of COVID-19. What does all this mean for contact centers? This blog looks at the results of a new industry survey conducted by Noble Systems.

Contact Center 94

Contact Center Surveys Interactive Voice Response Chatbots 94