NobelBiz

SEPTEMBER 15, 2021

The current report concludes by dictating companies to change in response and adapt with better employee experience and better customer experience. It’s clear that customer experience needs to be the catalyst that enables a productive remote contact center moving forward.

Call Center 52

Call Center Average Handle Time Contact Center Self service 52

NobelBiz

MAY 16, 2023

As contact centers began exploring the cloud-based model more closely, they realized that it could offer far more than just the ability to work from home. Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. It takes time and fine tuning to understand the right handle times and response times needed to achieve a positive experience on customer calls.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Cisco - Contact Center

SEPTEMBER 17, 2020

Keeping Customer Experience Top of Mind. 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. Full Omni-Channel Webex Experience Management.

contact center solutions 118

contact center solutions Contact Center Surveys Enterprise 118

NobelBiz

JUNE 13, 2023

You can learn more about what can negatively impact your numbers and how to avoid them by downloading our free on-demand eBook (Call Labeling and Blocking for Contact Centers). Pro tip: ensure that the software correctly displays your caller ID and doesn’t spoof numbers. Get your free, on-demand copy here.

Telemarketing 97

Telemarketing Contact center software Contact Center Feedback 97

NobelBiz

MAY 16, 2023

As contact centers began exploring the cloud-based model more closely, they realized that it could offer far more than just the ability to work from home. Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

SharpenCX

JUNE 8, 2021

Before you throw your hands up and give up on improving your call center’s customer retention, take a few minutes to read through three actionable customer retention strategies to employ as you start your journey down the roadmap to better customer loyalty. Part 1: Identify Your Least Loyal Customers.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Clearly, recording is an important part of the SMB call center software platform.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Babelforce

MAY 6, 2021

Having better (and faster) access to customer data provides context for what the customer is saying. Here are some examples of how this works: Connect your CRM to your contact center software. When customers call, your system identifies them by comparing the number to an account in your database.

Technology 52

Technology Call Center Contact Center Contact center software 52

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. What is Customer Effort Score (CES)? 2) Disagree. (3) 3) Somewhat Disagree. (4)

Metrics 48

Metrics Customer Service Airlines Contact Center 48

SharpenCX

FEBRUARY 18, 2020

But, as a contact center manager, the stakes of your own role are high. Execs expect you to balance your department budget, improve customer experience, shrink agent retention, and grow revenue. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook.

Call Center 84

Call Center Coaching Management Contact Center 84

NobelBiz

FEBRUARY 21, 2022

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

SharpenCX

NOVEMBER 19, 2019

Learn how to use the data you already have on-hand to prepare for seasonal spikes, boost agent training, and improve customer experience. Get the ebook. How to Keep Customers Happy and Build Flexibility into your Operations During the Holidays appeared first on Sharpen Contact Center Software.

Interactive Voice Response 59

Interactive Voice Response Wait times Contact Center Abandon Call 59

SharpenCX

APRIL 8, 2020

And, what about the path it takes your customers to get real help? Download Now: Use customer data to fuel better customer experience strategies. And, nearly 70% of customers hiss palpable frustration before even reaching a live agent. Get the ebook. Learn how to collect and apply data to your CX strategies.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

SharpenCX

MARCH 4, 2020

With agent scorecards, you can create a template to grade agent-customer interactions based on the criteria that matters most to your customer experience. It calls out what’s important to address in customer interactions, and leaves out the smaller details (sorry, Pluto). Get the ebook. .

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Finance contact center solutions Contact center software 66

SharpenCX

JANUARY 7, 2020

Plenty of customers will be more than happy to tell your frontline agents what they think of your service. But, if you’re not delivering a good customer experience, some angry customers slip beneath your radar. You’ll only notice their anger when customers quietly end their contracts and don’t renew.

Call Center 52

Call Center Customer Experience Self service Contact Center 52

NobelBiz

FEBRUARY 22, 2023

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

SharpenCX

MARCH 12, 2020

Download Now: How to build customer experience strategies based on your customer data. For decades, researchers and companies have tried to decode the successful customer service strategies of Trader Joe’s and their insanely loyal following. Get the ebook. When I go to Trader Joe’s, though, I stroll.

Customer Service 67

Customer Service Entertainment Contact Center Feedback 67

SharpenCX

MARCH 10, 2020

Mumbling, losing focus, or using unclear language is the source of many dissatisfied customer experiences. Think about how many times you’ve said the wrong thing or had a stark tone that scared off customers. Download Now: Pick up 7 Coaching Best Practices in this Ebook. Get the guide.

Call Center 67

Call Center Management Coaching Metrics 67

SharpenCX

MARCH 5, 2020

Plus, you’ll have actionable insights to optimize your customer journey. Distill actionable insights from the data that already lives in your contact center. Learn how to use your data to build impactful customer experience strategies. Get the ebook. Set benchmarks specific to business objectives.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. The conversation revolves around the question of what attributes matter most for a company’s ability to deliver an exceptional customer experience. It is a form of on-site deployment.

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52

SharpenCX

MARCH 24, 2020

Improve overall agent and customer experiences by setting reasonable wins for your team. Learn how projects, like integrating your systems and developing core contact center strategies, will boost your KPIs to beat call center metrics industry standards.

industry standards 52

industry standards Metrics Call Center Wait times 52