ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. What is an omnichannel contact center? An omnichannel contact center works like a call center, except the customer can also communicate with customer service representatives through various means.

Contact center software 52

Contact center software Contact Center CRM contact center solutions 52

Hodusoft

APRIL 23, 2019

The next big leap can be said to be video chat for call centers as a way to delivering a better user experience. If contact centers have not yet made the transition to incorporating video chat in their operations, it is time they did. Therefore, one can see widespread use of omnichannel contact center software.

Contact center software 40

Contact center software Contact Center Call Center voip 40

Natalie Petouhof

OCTOBER 19, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. phone, tablet, email, chat, text, website, Facebook, other social networks).

Contact center software 45

Contact center software Contact Center Customer Service Interactive Voice Response 45

Fonolo

DECEMBER 15, 2022

Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. Invest in the Right Contact Center Software. How to Buy Contact Center Software.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

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.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

Playvox

APRIL 25, 2023

Meet your agents where they are, incorporating flexible opportunities and customized learning options found in contact center software for a modern approach, including: Recorded videos: Provide illustrative examples and how-tos versus talking heads. Related Article: Best Contact Center Software for Remote Workers 3.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Hodusoft

AUGUST 6, 2020

Even DoT has extended relaxation up to 31 st December 2020 to permit contact centers to carry out remote operations with their employees working from home. Even business enterprises can maintain continuity with the use of the right contact center software that makes it effortless for employees to collaborate, work, and provide service.

call center software 52

call center software Call Center Contact center software call center solutions 52

NobelBiz

MAY 25, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz The Importance of Customer Data in Call Centers Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile.

call center software 98

call center software Call Center APIs Contact Center 98

Hodusoft

DECEMBER 25, 2019

The CC software is up and running in a day or less and everyone in your enterprise, regardless of whether they work in the office, from home or remotely, are connected. Not only that, you connect with vendors too and can exchange documents, emails, faxes and also carry on audio-video chat. Find out what customers think and expect.

call center software 52

call center software Enterprise Call Center Contact center software 52

Babelforce

NOVEMBER 4, 2021

1 Send and receive WhatsApp messages within your contact center software. Integrating WhatsApp lets agents send and receive WhatsApp messages using your existing software. The integration with contact center software allows you to highlight the customer’s profile, recent orders, or open support tickets.

Customer Support 98

Customer Support Contact center software Contact Center Self service 98

JustCall

OCTOBER 6, 2023

Document the Call: Keep thorough and accurate records of the call if you want to continually track progress. Ask: What data points should I document during the call, and can I use an automation tool to do it? Ask: How can I steer the conversation toward finding practical solutions instead of engaging in blame games?

Call Center 52

Call Center Contact center software call center solutions Wait times 52

JustCall

OCTOBER 6, 2023

Document & Communicate Everything Customer support standardization aims to create a living document that summarizes the brand. This document should be the bible for your customer service team. At the same time, integrated contact center software solutions can enable and empower customer service agents to go the extra mile.

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

Fonolo

SEPTEMBER 28, 2022

A strong contact center software product is the best way to streamline the process and accurately collect survey data. It offers your call center a well-documented view of response rates, survey answers, and timing information. But how did you do it, and where are your results?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

NobelBiz

APRIL 23, 2024

Collections agents must be well-versed in the legal aspects of debt collection, while technology solutions can automate compliance checks and documentation, ensuring that all interactions meet regulatory standards. RELATED ARTICLE What is Call Center Compliance? Training and technology are crucial in ensuring compliance.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

SharpenCX

JUNE 28, 2023

Intuitive, easy-to-use software takes the pressure off your agents to comb through documents or multiple systems for answers. SharpenCX provides unified contact center software that empowers agents to deliver engaging customer experiences with an all-in-one, customizable platform.

Call Center 67

Call Center Metrics call center software Contact Center 67

SharpenCX

JULY 26, 2023

Use the data to see where agents struggle, whether in process, contact center software, or team cohesiveness. Then, conduct 1:1 conversations with your managers to address key concerns using call center data for support. Make sure agents have direct access to important metrics so they can set achievable goals.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

NobelBiz

NOVEMBER 27, 2023

CRM Integrations: Call logging software should seamlessly synchronize with CRM platforms, enabling businesses to access customer information directly from the call logs. NobelBiz delivers a robust call logging solution for contact centers through its OMNI+ cloud contact center software. Want to learn more?

Call Logging 59

Call Logging voip Contact center software CRM 59

Hodusoft

MARCH 9, 2021

In this case the omnichannel contact center software is an easy solution for auto makers to keep their fingers on the pulse, so to speak, detect such instances and jump in to start a conversation which, later on, may be steered to more private channels such as phone and then drawing in a local retailer to establish the sales process.

call center software 52

call center software Call Center Contact center software call center solutions 52

SharpenCX

MAY 19, 2020

Employee Development Plans in your Contact Center. An employee development plan documents the goals, skills and objectives an employee needs to accomplish in order to grow in career development. She is lacking product education and is getting hung up on your documentation system.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

ShepHyken

APRIL 7, 2023

To tackle problems from all sides, you may even enlist the help of experts from different teams. Document common customer pain points Every company needs to compile a list of the most prevalent consumer complaints. The majority of consumers favor seamless channel linkages in communications.

Advertising 120

Advertising SaaS Wait times Multichannel 120

VocalCom

MARCH 18, 2019

If the solution being offered requires access to long documents or multiple images, consider inserting links to files. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Customer Service 59

Customer Service Contact center software Self service Contact Center 59

VocalCom

MAY 7, 2018

Important documents and multimedia may be shared. Agents may then offer solutions through video, photo, or document attachments. If your agents are committed to providing in-depth communications and are trained to use contact center solutions efficiently, your customers will consider this channel a trustworthy means of communication.

Customer Service 48

Customer Service Contact center software Surveys Contact Center 48

NobelBiz

JULY 20, 2021

Imagine having to manage hundreds of document on a daily basis without a way to categorize them. In this regard, contact centers require a system for sorting, categorizing, and organizing all of their call data.

Contact Center 98

Contact Center Management contact center solutions Contact center software 98

Aspect

SEPTEMBER 28, 2017

Well, it’s all very logical when you consider the fact that many contact centers are already sold on the advantages of the cloud and the fact that WFM has a certain amount of autonomy compared to other core contact center software. Can be accessed and run on any computing device with a browser.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

NobelBiz

FEBRUARY 23, 2023

Software tools, features, APIs, sample code, thorough documentation, a software development kit (SDK), and more are included with CPaaS solutions to assist your developers in swiftly integrating it into your existing IT environment. Customizability Rigid and requires a lot of changes in the software’s coding?

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

NobelBiz

FEBRUARY 23, 2023

Software tools, features, APIs, sample code, thorough documentation, a software development kit (SDK), and more are included with CPaaS solutions to assist your developers in swiftly integrating it into your existing IT environment. Customizability Rigid and requires a lot of changes in the software’s coding?

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

Fonolo

JANUARY 31, 2023

Because this will be a living document, it’s important to keep track of where this document lives to minimize the chances of your employees using outdated information. Incorporate storytelling into your contact center training Who doesn’t like a good story? How to Buy Contact Center Software 6.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

SEPTEMBER 19, 2023

In a call center, they’re the stumbling blocks to trust and efficiency. Brad Butler, Contact Center Software Consultant @NobelBiz Common Causes of Dropped Calls in Call Centers In a call center environment, every interaction with a customer is an opportunity either to build a lasting relationship or, unfortunately, to alienate someone.

Contact Center 59

Contact Center Abandon rate Call Center Telecommunications 59

NobelBiz

JANUARY 31, 2022

In the event of previously documented information, the following must be determined: The information that must be preserved The knowledge that will be withdrawn (obsolete or duplicated) The ability to edit or update The work becomes more complicated when dealing with undocumented knowledge. As a result, it is vital to locate and document it.

Contact Center 52

Contact Center Contact center software Cloud contact Technical Support 52

NobelBiz

JULY 4, 2023

This process involves three key steps: Data Capture: The technology records all aspects of the customer interaction, including the conversation’s tone, the content, and any shared documents. Agents can now instantly access succinct summaries of customer interactions, eliminating the exhaustive process of manual documentation.

Call Center 52

Call Center Contact Center First call resolution Construction 52

SharpenCX

NOVEMBER 5, 2019

In each stage, identify and document your intended goals and expected outcomes. The service team solved 41% of customer cases with a documented solution. This intel fueled an idea: if the team made support documentation customer-facing, they could reduce case volume and solve problems quicker.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

NobelBiz

OCTOBER 17, 2023

Power Your Contact Center with Work-From-Home Excellence Work-from-home (WFH) in contact centers enhances employee productivity, offers business flexibility, and maintains continuity during disruptions. Is your current contact center software and telecom provider causing you problems?

Call Center 59

Call Center Management Contact Center Analytics 59

Hodusoft

NOVEMBER 27, 2018

They may be using their mobiles to handle the call center operations like receiving and making calls. A traditional contact center software simply cannot allow this sort of flexibility of operations. They may be located anywhere. They may attend to calls while on the move. Even better, it has WebRTC.

call center software 40

call center software Call Center Technology Contact center software 40

SharpenCX

JANUARY 14, 2020

Update, Organize and Document your Call Center Processes. Guaranteed, reorganizing and evaluating the effectiveness and efficiency of your call center processes will have a direct impact on your customer satisfaction. What will get documented about the interaction and where? Who or what will they turn to?

Call Center 76

Call Center Customer Service Morale Finance 76

Babelforce

MAY 20, 2021

But a better solution is to switch to cloud-first contact center software. If you still use legacy software, now could be the perfect opportunity to update. Create documentation listing common challenges agents face. Knowledge base software makes creating these documents easy. What’s the Fix?

Call Center 52

Call Center Contact Center voip Contact center software 52

Fonolo

JUNE 9, 2020

Once you’ve selected and established the KPIs that fit your contact center’s needs, you’re ready for the next step. Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

APRIL 15, 2020

Dedicating a few blocks of time to improving and documenting your contact center strategy, for instance, takes a different mindset than holding 1:1s with your agents. Consider batching similar tasks close together in different time blocks, too. With batching, switching tasks isn’t jarring.

Time management 106

Time management Call Center Management Coaching 106