NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

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Call Center Management Wait times Contact Center 106

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Techniques to optimize staffing. Improve agent utilization.

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Call Center Self service Gamification Contact Center 196

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

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Fonolo

AUGUST 5, 2021

For example, if technology is limited and doesn’t allow for group meetings or video conferencing, the transition to online training will be very bumpy. A training strategy that stays consistent from one call center agent to another will ensure everyone is being taught the same information and protocols from the get-go.

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Best practices Call Center virtual call center Agent burnout 159

TechSee

DECEMBER 16, 2021

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. These technologies are paving the way for new possibilities for the future of call centers.

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Call Center Self service Gamification Contact Center 124

NobelBiz

SEPTEMBER 30, 2022

The post VIDEO: From call center agent allocation to fighting agent attrition appeared first on NobelBiz®. Besides the probability of success and the deal size going up with the positive results of agent allocation, relationships are being built if the customer and agent have an engaged and non-robotic conversation.

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Call Center 52

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members. Did you know that call center agents face a 30-45% attrition rate?

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NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. The post VIDEO: Call Center Omnichannel Metrics that Matter Today appeared first on NobelBiz®.

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Call Center Metrics Benchmark 52

Fonolo

AUGUST 17, 2021

Luckily, a successful call center is within reach. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. Use metrics and act on them.

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Call Center Abandon rate Average Handle Time First call resolution 156

Convoso

JUNE 13, 2017

However, the call center industry has been particularly affected by unmotivated and disengaged millennials. The topic of managing millennials is becoming an issue across nearly every major industry. So, where do you start to fix this industry wide issue?

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Fonolo

AUGUST 26, 2021

Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide. How to Foster Agent Engagement in a Hybrid Contact Center.

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Call Center Real estate call center software Interactive Voice Response 142

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. The post VIDEO: How Bruce Is Helping Non-profit Call Centers appeared first on NobelBiz®.

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Call Center Benchmark 52

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

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Call Center Employee engagement Best practices Contact Center 95

Global Response

FEBRUARY 26, 2024

In this article, we’ll look at some simple and effective ways to boost your customer service—and explore how a call center can help. Leveraging technology to improve customer service One of the easiest ways to improve customer service skills in call centers today is to leverage technology effectively.

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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?

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Call Center Average Handle Time Abandon Call Contact Center 59

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. The post VIDEO: What It Means to Be a Certified Call Center appeared first on NobelBiz®.

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Call Center Benchmark 52

Zappix

FEBRUARY 20, 2024

As call centers continue to evolve, the role of digital tools in optimizing agent interactions has become increasingly crucial. Optimize Every Agent Interaction: Digital tools empower call center agents to optimize every interaction by providing them with agent-initiated self-service tools.

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Call Center Agent burnout Customer Experience Average Handle Time 52

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

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Call Center Interactive Voice Response Contact Center Inbound sales 52

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. The post VIDEO & ARTICLE: Call Center Empathy Training – How to Do It Right appeared first on NobelBiz®.

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Call Center Benchmark 52

NobelBiz

OCTOBER 22, 2020

This is First Contact: Stories of the Call Center. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers! The post VIDEO: How Social Media Took Over the Call Center appeared first on NobelBiz®.

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Call Center Customer Service 52

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? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.

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Call Center Contact Center Abandon rate Average Handle Time 59

NobelBiz

JUNE 17, 2021

The post VIDEO & ARTICLE: Call Center Migration Plan appeared first on NobelBiz®. Frank Wassenbergh has 18 years of experience working with clients, using practical knowledge and willingness to build solutions and gain clients' trust in managing businesses and implementing technology.

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Call Center Technology Management 40

SharpenCX

DECEMBER 13, 2021

In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. . report that engaged and satisfied call-center employees are: 8.5x report that engaged and satisfied call-center employees are: 8.5x Keeping your Virtual Call Center Employees Productive.

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virtual call center Call Center Metrics Coaching 128

NobelBiz

SEPTEMBER 30, 2022

Kevin shares how the system works in toeing the line between performance management and matching leads with the best agents to increase production and contact centers. The post VIDEO: The magic of call center call scoring and allocating: how does it work exactly appeared first on NobelBiz®.

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Call Center Contact Center Management 52

CX Global Media

NOVEMBER 13, 2018

And leading contact centers are modernizing their learning to keep pace. Get ready, because the modern call center school for supervisor skill development is much different than the old-school ways. They are also realizing that the “perceived” updated way of providing access to a library of videos is not good enough either.

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Call Center Contact Center Coaching Employee engagement 278

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. The post VIDEO & ARTICLE: How to Train Call Center Agents Remotely Correctly and Efficiently appeared first on NobelBiz®.

Call Center 52

Call Center Benchmark 52

Certified Languages International

OCTOBER 10, 2023

10, 2023) — Certified Languages International (CLI), a leader in the remote interpretation and language services industry, announces the rollout of MERFi , a proprietary video remote interpreting (VRI) platform, effectively migrating its existing clientele from a third-party VRI service in use since 2013.

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call center solutions Banking Education Call Center 52

NobelBiz

JUNE 17, 2021

The post VIDEO: Horror Stories in Call Center Migration appeared first on NobelBiz®. Frank Wassenbergh has 18 years of experience working with clients, using practical knowledge and willingness to build solutions and gain clients' trust in managing businesses and implementing technology.

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Call Center Technology Management 40

Global Response

OCTOBER 2, 2023

In this article, we’ll look at why online reputation matters so much, and how to manage it effectively using a call center. The 7 Ways Call Centers Contribute to Online Reputation Management So, how can your call center contribute to your ORM efforts?

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Call Center Management Airlines outsourcing 62

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. Though call centers can protect themselves against these incidents, sometimes some cases need more effort. will also be helpful.

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Call Center outsourcing Big data Personalization 116

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. Watch this space for some really interesting developments in call center tech.

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Call Center Technology Gamification Contact Center 134

NobelBiz

MAY 20, 2021

Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day. The post VIDEO & ARTICLE: Benefits of Call Center Speech Analytics appeared first on NobelBiz®.

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Call Center Analytics 40

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success.

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call center software Scripts Call Center Personalization 59

NobelBiz

FEBRUARY 18, 2020

This is First Contact: Stories of the Call Center. In episode 2, we talk with Jake Bush of INFOCU5 about his journey from helicoptering to skiing, cooking, film, and then becoming CEO of a call center company. The post VIDEO: Jake Bush on Early Lessons from the Call Center appeared first on NobelBiz®.

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Call Center 52

NobelBiz

MARCH 20, 2020

This is First Contact: Stories of the Call Center. In episode 3, we talk with Cathy Karabetsos, CEO and President of QCSS about her experience as a leader in the global contact center market and about managing her life as a mother of seven blessings.

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Call Center Contact Center Marketing Management 52

NobelBiz

MARCH 16, 2021

The post VIDEO: The Unexpected Way Gary Pudles Got Into the Call Center Business appeared first on NobelBiz®. Gary Pudles is considered a ‘serial entrepreneur’ in the vast business world. Find out more about his life journey in this remarkable discussion about acquisition, downturn, morale and much more!

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