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Enterprise Contact Center Solutions: A Game Changer

NobelBiz

The NobelBiz reporting and analytics tools provide valuable insights into customer interactions, agent performance, and operational efficiency.

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Workforce Management for Call Centers: What You Need to Know

Playvox

The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. But getting to this nirvana is no picnic.

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Workforce Optimization: What It is and Why You Need It

Playvox

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX. Contact centers that do so reap the following benefits: 1.

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How a Workforce Engagement Solution Benefits Remote Customer Support

UJET

The days of on-premises support systems and locally-based customer support agents is over. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Real-time Customer Support Management.

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How a Workforce Engagement Solution Benefits Remote Customer Support

UJET

The days of on-premises support systems and locally-based customer support agents is over. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Real-time Customer Support Management.

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5 Ways Contact Center Capacity Planning Needs to Change in 2022

Playvox

In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t be static. I recently spoke at the Society of Workforce Planning Professionals (SWPP) conference in Nashville, Tenn. Our world is dynamic. Business is dynamic.

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Top 10 Contact Center Software for 2022-2023

Hodusoft

This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond. 10 top contact center software for business success Now the question comes “why top 10 contact center software?” RingCentral.