NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

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NobelBiz

JANUARY 16, 2024

According to Forbes “call center metrics are a vital source of truth when it comes to finding answers to important questions such as “Are your customers happy?”, “Are you providing better support and service than your competitors?”, and “Do you have the right people and technology in the right places?”

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NobelBiz

JUNE 5, 2023

An outbound lead generation call center can deliver personalized experiences by treating every interaction as an opportunity to understand and meet the unique needs of each prospect. Watch the free on-demand webinar here. Managing Call Center Costs Implementing new programs is often costly.

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NobelBiz

JANUARY 10, 2022

This entails creating a CRM report that incorporates critical performance metrics, functions and client data. Here are 10 CRM key performance indicators that may be calculated and assessed using your data and contact center technologies. From our Webinar, “ How to Increase Your Call Center’s Contact Rate? “

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JustCall

MARCH 29, 2022

Here are some of the reasons why every outbound contact center should use contact center software that has automation capabilities: 1. Here are some of the essential components of an automation sales tech stack a sales contact center would require to get its feet off the ground: 1.

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NobelBiz

FEBRUARY 22, 2023

This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition. Why do you need to upgrade to a top cloud-based contact center solution? Why do you need a new contact center software? And here are the telltales.

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SharpenCX

FEBRUARY 25, 2020

Maybe it’s time to apply Marie Kondo’s Tidying Up Method within your call center reporting to simplify your life and the lives of your agents. Watch our webinar: Agent Experience has a direct impact on your customer satisfaction. How are you supposed to make sense of the relationship between these metrics? Stress stress stress!

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NobelBiz

DECEMBER 19, 2021

Observing this KPI enables you to detect and address your contact center’s dysfunctions. Call waiting time is one metric that tends to define the quality of a customer’s experience and that of the service. Between Handling times, customer satisfaction, NPS, etc… Most contact centers don’t know where and how do you draw the line.

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NobelBiz

OCTOBER 17, 2023

Power Your Contact Center with Work-From-Home Excellence Work-from-home (WFH) in contact centers enhances employee productivity, offers business flexibility, and maintains continuity during disruptions. Dive into the world of compliance with our On-Demand Webinar: “Outbound Compliance Survival Kit.”

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Call Center Management Contact Center Analytics 59

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Contact center agents may also take issue with the performance metrics being used to assess them.

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Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. I recently participated in a webinar in which we discussed the process of migrating to an updated workforce optimization (WFO) solution suite.

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Playvox

OCTOBER 18, 2022

Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences. Finding the Right Technology to Support Remote Work in a Contact Center. Remote work is much easier for everyone when you have key technology in place to support daily contact center operations.

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NobelBiz

MAY 2, 2023

This article is based on a recent discussion between the two experts within the NobelBiz Webinar Series , hosted by Brad Butler, a highly-skilled professional with more than ten years of experience in the contact center space. Many of the unique webinar’s talking points are expanded here in this article.

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NobelBiz

FEBRUARY 14, 2023

We talk about training and coaching contact center staff and more in our webinar episode available through here. How can data analytics and contact center metrics be used to track progress and measure success in achieving a 360-degree customer view? All backed by 24/7 customer support.

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JustCall

APRIL 5, 2023

Call Recording and Analytics JustCall also provides intuitive call recording and analytics features to help you track call metrics and improve the customer service experience. You can use the data gathered from the metrics to arrange for training programs, etc., if neccessary. G2 Rating: 4.3 G2 Rating: 4.3

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SharpenCX

FEBRUARY 11, 2020

With metrics and KPIs, you set the bar for performance across your contact center. Use metrics to know where your agents need more coaching or training. Wanna achieve omnichannel nirvana in your contact center? Watch the on-demand webinar with Lori Bocklund. Unthink it! Tip #5: Automate What You Can.

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NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.

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SharpenCX

FEBRUARY 18, 2020

Your call center is flooded with customers calling, emailing, and pinging you on chat. And best practices and metrics may just go out the window. Since change is inevitable, growing to be more versatile is essential for the quality of your call center and for your own development.

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NobelBiz

MARCH 23, 2022

It is calculated as follows: Percentage of ROI call centers = (Total Income – Total Expenses)/Total Cost of Investment] x 100 For example, for an investment of $10,000, if it yields 15,000 dollars, then the ROI is 50% ((15,000 – 10,000)/10,000 = 50) Easy right? How to Evaluate your contact center solution Income?

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NobelBiz

JANUARY 24, 2022

What is the difference between attrition and turnover in a contact center? Churn rate is a metric used to determine the rate at which consumers or subscribers abandon a product, service, or brand. Learn more from our Webinar on Solutions for Turnover, Technology & Culture for Contact Center s.

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NobelBiz

MARCH 14, 2023

This data may include call recordings, customer information, and performance metrics. Data quality: Call center data can be messy and inconsistent. To overcome these obstacles, you can: Use a robust call center software solution: A comprehensive software solution can help you manage and analyze call center data efficiently.

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