NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

MARCH 26, 2024

Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system. This powerful tool serves as the cornerstone, revolutionizing the way your contact center operates. These components work together to create a cohesive, automated customer service ecosystem.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

NobelBiz

APRIL 3, 2023

Rigorous quality management systems in call centers help ensure customers have the best possible experience, which not only strengthens your brand’s reputation but also leads to long-term customer loyalty. Mike McGuire (Senior Contact Center Software Consultant @ NobelBiz) Key Takeaways: What Is Call Center Management?

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Quality management Call Center Management Calibration 52

Playvox

APRIL 21, 2023

Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team. For example, you could add chat to your channel offering and then train your team on the differences in handling chats compared to email and voice.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Serenova

MAY 29, 2020

Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels. Calibrate regularly. And the move to omnichannel cloud contact center solutions have accelerated for good reason.

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Best practices Contact Center Interactive Voice Response Average Handle Time 83

NobelBiz

APRIL 18, 2023

. – Christian Montes, Executive Vice President Client Operations @ NobelBiz Automated Call Distribution (ACD): An ACD or Automatic Call Distribution System is essential to an overall contact center software solution as it connects incoming calls to specific agents skilled in specific skill sets.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52