Serenova

AUGUST 23, 2019

For most contact centers, back-to-school signals the starting line for ensuring you’re prepared to flexibly scale for seasonal business demands, including the expected—and unexpected—spikes in traffic that start now and continue through year-end. Yet, driven by the schedules of two pre-teens, preparation for the unexpected is a must.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? It’s also sometimes referred to as quality assurance.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. But it goes beyond enabling automation.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

MAY 11, 2023

In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work Why Is Autonomy At Work An Effective Foundation?

Management 89

Management Contact Center Coaching Employee engagement 89

NobelBiz

JUNE 19, 2023

From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights.

Call Center 52

Call Center Coaching Contact Center Metrics 52

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

contact center solutions 52

contact center solutions Contact Center voip call center software 52

NobelBiz

MAY 7, 2024

By leveraging 0MNI+, the hybrid dialer seamlessly unifies data across multiple channels, enabling call centers to streamline operations and deliver a cohesive customer experience. Hold Time: Calls that exceed a specified hold time threshold are recycled. Default Setting: Default hold time is set to 3 seconds.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers?

contact center solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52

Babelforce

SEPTEMBER 22, 2023

• How to Prevent Agent Burnout • Happy Agents means Happier Customers What is Agent Burnout? Agent burnout refers to the physical, emotional, or mental exhaustion experienced by contact center agents. Better customer experiences. Satisfied, productive agents lead to happy customers.

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

NobelBiz

MARCH 7, 2022

This system can save you time and money. One of the most critical concerns for contact centers is time management. Whether they are dedicated to inbound, outbound, or both, your contact center agent teams are frequently forced to make a large volume of calls.

Contact Center 52

Contact Center Abandon rate Call Center Telecommunications 52

Enghouse Interactive

OCTOBER 16, 2020

Cloud-based contact centre technology was critical to enabling companies to quickly roll out remote working at the start of the crisis. But many cloud solutions don’t offer the same depth of functionality as on-premise versions and may not deliver the customer experience you require long term.

Abandon Call 40

Abandon Call Technology Chatbots Analytics 40

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. Are your customers happy? Why do metrics matter?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NobelBiz

MAY 10, 2022

The efficiency of a contact center depends on one very important and key factor: the experience of its agents. When teams are satisfied with their jobs, feel fulfilled, and are driven, they can give exceptional customer service. How to define an excellent call center agent experience?

Call Center 52

Call Center Interactive Voice Response Contact Center contact center solutions 52

AWS Machine Learning

NOVEMBER 27, 2023

Amazon Transcribe Call Analytics now offers a new generative AI-powered summarization capability (in preview) that automates post-call summarization to improve contact center agent and manager productivity. Carbyne’s mission is to help emergency responders save lives, and language cannot come in the way of their goals. “AI-powered

Analytics 89

Analytics Self service Entertainment Contact Center 89