NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. This does not simply imply that you must have agents managing social media, chat, phone, and other channels. In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010!

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. This does not simply imply that you must have agents managing social media, chat, phone, and other channels. In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010!

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

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. Call center managers need metrics to successfully measure agent performance and improvements to call center operations. Why do metrics matter?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

NobelBiz

MARCH 7, 2022

One of the most critical concerns for contact centers is time management. As a result, it is a high-quality campaign management mode, well-suited to campaigns where customers know the call. We’re talking about campaigns managed by trained agents who operate from a list of appointments or callbacks.

Contact Center 52

Contact Center Abandon Rate Call Center Telecommunications 52

Playvox

APRIL 14, 2022

Workforce planning, also called workforce management, is the process of hiring and scheduling customer service agents based on anticipated interaction volume. Workforce management teams prepare long-term and short-term forecasts that predict volume by day, time of day, and channel. Intraday Management. Agent Scheduling.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

Playvox

APRIL 27, 2023

The contact center technology trend toward more sophisticated and AI-driven workforce management software is paying big dividends for customer service centers that adopt these solutions. They need a more sophisticated approach to workforce management. That means burnout has direct effects on CX and efficiency.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

SurveySensum

JULY 20, 2023

Improving Digital Retail Experience Customer Churn Category Growth Addressing Cart Abandonment Brand Reputation Improving In-Store Retail Customer Experience In-store Customer Churn High CLV Customers are Spending Less Why is That One Store Not Working? They’re like the champions of brand reputation management! Why is that?

Retail 52

Retail Feedback How To Self Service 52

PK

FEBRUARY 4, 2020

For these companies, PWA apps are resulting in more customers with reduced app abandonment rates. . Since a progressive web app utilizes one code base, its simplicity streamlines testing and content and asset management. By 2022, smartphones will play a role in about 90% of all digitally influenced sales.

Abandon Rate 52

Abandon Rate CRM Sales Customer Retention 52

Connective DX

FEBRUARY 4, 2020

For these companies, PWA apps are resulting in more customers with reduced app abandonment rates. . Since a progressive web app utilizes one code base, its simplicity streamlines testing and content and asset management. By 2022, smartphones will play a role in about 90% of all digitally influenced sales.

Abandon Rate 52

Abandon Rate CRM Sales Customer Retention 52