CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service First call resolution 195

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

3CLogic

JUNE 23, 2023

Leveraging these technologies in turn powers incredible service tools like voice-enabled self-service, speech recognition, intelligent voice workflows, and speech analytics. Voice AI can now enable callers to say exactly what they need and deliver them where they want to go. times faster than their peers.

Customer Experience 52

Customer Experience Self service Scripts Abandon rate 52

Callminer

JULY 23, 2019

To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback. Many of the tips are those from experts directly in the call center industry. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

Fenero

MARCH 31, 2019

The truth is that the customer experience is not a single experience, but rather the sum of all interactions a customer has with your company that paints a picture from the customer’s perspective. This includes face-to-face visits in a retail store all the way to online purchases and even interactions with agents in the contact center.

Customer Experience 9

Customer Experience Management First call resolution Automotive 9