NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Fonolo

MARCH 30, 2020

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Managing Remote Contact Center Agents. Here are 5 tips on managing your virtual call center team.

Contact Center 133

Contact Center Management virtual call center Call Center 133

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Hold queues and smart call routing play a pivotal role.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

8x8

MARCH 12, 2019

This integration makes solutions powered with artificial intelligence accessible to any company with 8x8’s Contact Center, without having to invest in a home-grown artificial intelligence program. Contact Center AI empowers enterprises to use AI to augment and improve their contact centers.” .

Contact Center 54

Contact Center Cloud contact Virtual Agent Wait times 54

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. Find the right balance for your customers to deliver helpful feedback. Ask Less, Learn More.

Feedback 55

Feedback Surveys Best practices Contact Center 55

Playvox

OCTOBER 19, 2021

Higher overtime costs are a natural outcome of contact center agent shortages. Managers who want to meet customer demands will typically ask their agents to work more hours. Optimizing schedules requires good workforce management software that empowers you to quickly adjust to changing conditions on-the-fly.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Fonolo

JANUARY 12, 2021

Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. Five9 is another leading cloud-contact center platform, with a pretty good call-back feature. Talkdesk is the final cloud contact center technology we’re covering today. Click-to-Call.

Automatic Callback 137

Automatic Callback Cloud contact Contact Center Interactive Voice Response 137

Connect

AUGUST 29, 2024

The Connect360 suite includes Business Enablement, Project, Learning and Adoption, Managed and Optimisation services, with each component working in harmony to elevate CX. The comprehensive project services offering encompasses design, engineering support and project management to tailor solutions that meet these specific business needs.

Consulting 49

Consulting Consulting Engineering Cloud contact 49

Cisco - Contact Center

JANUARY 27, 2020

Integration of new cognitive capabilities powered by Voicea and Google Cloud’s Contact Center AI that turn your agents into “super agents”. Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions.

Contact Center 98

Contact Center contact center solutions Enterprise Cloud contact 98

NICE inContact

APRIL 11, 2019

Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Listen to me – Leverage direct customer feedback through voice of the customer tools to get real customer feedback on what is working and what is not.

Management 60

Management Wait times Self service CRM 60

Cisco - Contact Center

JUNE 18, 2020

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Flexible Cloud, Premises, and Hybrid Deployment Options.

Contact Center 132

Contact Center Enterprise contact center solutions Cloud contact 132

Cisco - Contact Center

SEPTEMBER 17, 2020

Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. American management consulting firm McKinsey, concluded that “A company’s competitive edge lies in seeing the world through the customer’s eyes.”

contact center solutions 130

contact center solutions Contact Center Surveys Enterprise 130

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. 70% of brands see a direct connection between customer service and performance.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. Measurable: We must guarantee that the goal can be quantified.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Liveops

MARCH 11, 2021

Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. Now the hard part is managing the engagement and productivity of those team members. An important piece to integrate is real-time feedback.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Global Speech Networks

JANUARY 11, 2022

Contact centres are the mission control dealing with these industry-specific challenges as well as issues with operational efficiencies, workforce management, customer loyalty and high-quality service in general. That’s why your contact centre must be equipped to address the increasing online demand of banking customers.

Finance 52

Finance Technology Customer Experience Cloud contact 52

NobelBiz

JULY 2, 2024

A telemarketing call center is a specialized contact center where trained agents make and receive calls to promote products or services, conduct market research, or provide customer support. These call centers are crucial for businesses aiming to boost sales, enhance customer engagement, and gather valuable feedback.

Telemarketing 52

Telemarketing Call Center Scripts Contact center software 52

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. What are the Benefits of Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

TechSee

AUGUST 14, 2023

We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

NobelBiz

APRIL 23, 2024

The integration of these diverse channels into a unified platform ensures that all debtor interactions are tracked and managed cohesively, enhancing efficiency and compliance. These systems help manage debtor profiles, track all communications, and automate follow-ups, thereby ensuring consistency in customer service.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

SharpenCX

AUGUST 4, 2021

As a customer service manager, you know how critical it is to deliver the best customer experience. Some 83% of employees really appreciate receiving feedback, regardless if it’s positive or negative. Your agents crave your feedback. Bots can save you time as a manager, too.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Talkdesk

MARCH 30, 2021

For The Customer Experience (CX) Revolution in Retail report, we talked to more than 180 full-time professionals, including leadership and management for customer service, customer experience, and IT, as well as more than 1,200 retail customers. . Moving your contact center to the cloud is a huge step forward.

Contact Center 91

Contact Center Upselling Cloud contact Analytics 91

SharpenCX

OCTOBER 13, 2021

I’ve gathered a few trends we’re seeing in cloud technology and digital transformation. Read through so you can advocate for the best of the best tech in your contact center. Trend One: Stay Agile with Remote Workforce Management. Lay down the foundation for better remote management in your contact center.

Contact Center 128

Contact Center Technology Coaching Analytics 128

NobelBiz

MARCH 29, 2022

The key to engaging customers in a contact center is to be more mindful of their needs and less focused on your own. Here are some winning tactics for customer engagement in contact centers: 1. Excellent Managing of customer demands Customers appreciate it when you resolve or answer their demands swiftly and timely.

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. This kind of integration is necessary. And it’s what’s next.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Serenova

MAY 29, 2020

The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. The Cloud. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 13, 2020

This is when quality management becomes essential. Quality management is a key contributor to boosting the customer experience because it pinpoints where your team is doing well, as well as areas for improvement. Before recording and analyzing any calls, clearly document the goals of your quality management program.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

Cisco - Contact Center

FEBRUARY 18, 2020

We’re introducing some exciting new capabilities designed to simplify how you manage your contact center, make your agents more productive, and create better experiences for your customers. Integration with Webex Experience Management (formerly CloudCherry). Highlights of What’s New. Innovative AI-Powered Self-Service.

Contact Center 134

Contact Center Enterprise Self service contact center solutions 134

NobelBiz

FEBRUARY 22, 2023

A manager could look at total customer satisfaction in terms of shrinkage even if that’s not a formal performance indicator. Managers can determine the number of agents needed to handle incoming and departing calls by calculating shrinkage. Instead, you can simply manage it with a Cloud Contact Center Solution.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

SharpenCX

MARCH 18, 2020

So how do you, manager, support work from home call center agents while still keeping performance on track and helping your customers? Here are four tips on managing a remote workforce. And, the top challenges managers like you face when it comes to remote work (plus how to overcome them). This comes from a fear of failure.

Call Center 94

Call Center Morale Coaching Cloud contact 94

JustCall

NOVEMBER 25, 2022

Talkdesk NICE CXone Salesken CallMiner Eureka Genesys Cloud CX Avaya OneCloud CCaaS Observe.AI Talkdesk® is the global cloud contact center market leader for customer-focused businesses. Users: Sales; Sales Executive Industries: E-Learning; Education Management Market Segment : 59% Mid-Market ; 38% Enterprise. NICE CXone.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 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. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

NobelBiz

MAY 14, 2024

Text Analytics Text analytics involves the examination of written communication channels, such as emails, online chat sessions, social media posts, and customer feedback forms. Conversational analytics can monitor interactions in real-time, flagging non-compliance and providing managers with the information needed to take corrective action.

Analytics 59

Analytics Call Center Contact Center Sales 59

NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. This essential tool automates the process, ensuring accuracy and efficiency in call management. This data is then stored in a centralized database, where it can be easily accessed and analyzed by call center managers.

Call Logging 59

Call Logging voip Contact center software CRM 59

Cyara

JULY 9, 2019

Businesses of all sizes want the most reliable, secure and advanced contact center solutions, coupled with ease of configuration/integration, all at the most affordable price point possible. Cloud contact centers, particularly Amazon Connect, provide businesses with a service that incorporates and embraces all of these characteristics.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

Liveops

MARCH 15, 2021

Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. Now the hard part is managing the engagement and productivity of those team members. An important piece to integrate is real-time feedback.

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

Serenova

MARCH 31, 2020

Serenova’s CxEngage cloud contact center solution goes beyond simply moving agents from a seat in the contact center to one in their own home, it provides tools and features that keep your contact center agents working safely and productively long-term. Managing the Performance of a Remote Team.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90