Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Fonolo

DECEMBER 15, 2022

That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. And that can be an undertaking, considering all the areas of the contact center that can affect performance.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

NobelBiz

SEPTEMBER 19, 2023

Ah, the dreaded dropped call – the arch-nemesis of every contact center agent’s productivity and the ultimate buzzkill in the world of customer service. But in the contact center realm, they’re not just a minor inconvenience; they’re a productivity vampire. Moreover, OMNI+ guarantees 99.9%

Contact Center 59

Contact Center Abandon rate Call Center Telecommunications 59

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. The post How to Use Call Tagging to Enhance Your Contact Center? appeared first on NobelBiz®.

Contact Center 98

Contact Center Management contact center solutions Contact center software 98

NobelBiz

JANUARY 3, 2024

This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment. Hosted by Carl Stuerke, a seasoned Contact Center Software Consultant, alongside industry experts Michael McGuire and Brad Butler, boasting 30 years of combined experience.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. So how can your business, in such a situation, ensure that your contact center is functioning optimally? All an average customer wants from calling your contact center is to resolve their query.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

NobelBiz

JANUARY 31, 2022

Customers in 2022 expect to connect with your contact center via a variety of communication methods in a fluid, undifferentiated manner. Hence the question, how to create a unique knowledge base in 2022 for your contact center? A knowledge base: All the knowledge of a contact center Did you know that 8.

Contact Center 52

Contact Center Contact center software Cloud contact Technical Support 52

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Scripts Call Center Government 52

Aspect

SEPTEMBER 28, 2017

If Ben Franklin were alive today, his famous quote would read something like this, “In this world, nothing can be said to be certain except death and taxes and cloud software.” Most industry leaders agree that their software will eventually reside in the cloud, but what’s the state of the cloud contact center right now?

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. What Is A Contact Center?

Contact Center 52

Contact Center Interactive Voice Response Scripts outsourcing 52

NobelBiz

MARCH 21, 2023

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity.

Contact Center 52

Contact Center contact center solutions Call Center Best practices 52

NobelBiz

FEBRUARY 15, 2023

Your contact center has a vested interest in making the customer experience as smooth as possible. To encourage customers to complete interactions with agents, call centers can devise alternative methods for calculating the CES. Why is the Consumer Effort Score (CES) significant for your Contact center?

Customer effort 52

Customer effort Contact Center Self service Call Center 52

SharpenCX

MAY 19, 2020

Think about how this translates in your contact center. According to research out of McKinsey & Company , engaged and satisfied contact center employees are: 8.5x Especially in the contact center. Contact centers are notorious for high turnover rates. Sounds pretty great, right?

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

NobelBiz

FEBRUARY 21, 2023

Your contact center has a vested interest in making the customer experience as smooth as possible. To encourage customers to complete interactions with agents, call centers can devise alternative methods for calculating the CES. Why is the Consumer Effort Score (CES) significant for your Contact center?

Customer effort 52

Customer effort Contact Center Self service Call Center 52

Balto

OCTOBER 21, 2022

Top-performing contact centers recognize the value of their most senior agents and look to their feedback to design winning conversation playbooks and test new strategies. We all know that one of the biggest challenges with managing contact centers is attrition. Delivering Better Contact Center Results.

Contact Center 52

Contact Center Call flow Contact center software Feedback 52

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

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.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

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 solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52

NobelBiz

DECEMBER 14, 2021

A phone call should only be made once in a perfect contact center world. In this article, we detail the best contact center strategies to reduce After-Call Work Time (ACW). The Key role of ACW for Contact Centers ACW is an abbreviation for “ after-call work.” The reason for the phone call (eg.

Contact Center 52

Contact Center call center software Call Center CRM 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

Babelforce

NOVEMBER 4, 2021

Whatever your solution, the first step is integrating WhatsApp with your contact center. With babelforce, that means installing the babelconnect app and linking your contact center infrastructure with WhatsApp. (If 1 Send and receive WhatsApp messages within your contact center software.

Customer Support 98

Customer Support Contact center software Contact Center Self service 98

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

NobelBiz

APRIL 5, 2022

These days, the contact center is the face of a company. 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. However, managing a contact center doesn’t come without its challenges and risks.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Hodusoft

APRIL 11, 2024

Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. An Understanding of HIPAA Compliance for Contact Centers How Does HIPAA Compliance for Contact Centers Work?

Contact center software 52

Contact center software Contact Center Healthcare Accountability 52

SharpenCX

JUNE 28, 2023

Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure? This metric can help you determine if your contact center is operating efficiently. What needs to change?

Call Center 67

Call Center Metrics call center software Contact Center 67

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

Fonolo

SEPTEMBER 28, 2022

The surveys give contact centers valuable insight into agent performance, customer experience, and other factors that can inform CX strategy. Keep in mind though, that the after-call survey is an important tool to drive improvement in the call center, but it’s not the only one. 1. Think About Your Audience. Keep that in mind.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. What is Call Center Data? Call center data is any information that comes from customer interactions in your contact center.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important?

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

NOVEMBER 27, 2023

NobelBiz OMNI+ cloud contact center software features advanced call logging capabilities alongside its full-featured solution, tailored to adapt effortlessly to clients’ needs and industry trends. Within the contact center landscape, call logging software serves as the linchpin of operational excellence.

Call Logging 59

Call Logging voip Contact center software CRM 59

SharpenCX

MARCH 3, 2020

In many contact centers, new-hire orientation can be disorienting. The Aberdeen Group says that best-in-class organizations tackle onboarding on three fronts: HR document management – This is where they’ll fill out, collect and track all of the HR forms (I-9, Tax forms, contracts, etc.) First Impressions Matter.

Contact Center 86

Contact Center Coaching Call Center call center software 86

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. According to cxtoday.com , 96% of contact centers admit they face challenges in maintaining compliance.

Call Center 59

Call Center Management Contact Center Analytics 59

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services.

Contact center software 52

Contact center software Banking Contact Center Finance 52

SharpenCX

JANUARY 8, 2020

Download Now: What trends are impacting contact centers this year? Let’s strategize how to improve your contact center through the lens of change management, so you’re set to move to the cloud and mature your systems without a hitch. Looking to pilot new software for your contact center?

Contact Center 67

Contact Center Management Feedback Contact center software 67

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

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Businesses and contact centers of all sizes may benefit from the power of cloud communication at a low cost this way.

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52