NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

NICE inContact

AUGUST 20, 2019

How does all this impact your call center? Modernizing your contact center software may seem like a big job. But the good news is that your next upgrade can be much easier and affordable if you have a plan.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

How does all this impact your call center? Modernizing your contact center software may seem like a big job. But the good news is that your next upgrade can be much easier and affordable if you have a plan.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

InMoment XI

JANUARY 10, 2024

AI-Driven Text Analytics AI-Driven Text Analytics refers to the application of artificial intelligence and machine learning techniques to analyze and derive meaningful insights from unstructured text data. These experts often have a deep understanding of industry trends, best practices, and emerging technologies.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

Calabrio

MARCH 4, 2025

Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? Conversation intelligence tools can be used by a wide range of professionals across a number of industries and business functions, namely go-to-market teams.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

NobelBiz

FEBRUARY 21, 2022

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 software? Why do you need a new contact center software? And here are the telltales.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

NICE inContact

NOVEMBER 9, 2018

Workforce management (WFM) software can help. WFM software is no longer for big contact centers. Look for a solution that is tightly integrated into your contact center software. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Talkdesk

AUGUST 30, 2017

While most of the world evolved to adjust to the internet’s speed of information, contact centers have managed to stay mostly unchanged. Considering that customers have changed and companies have changed, it doesn’t make sense that the contact center software hasn’t changed to bring the two closer together.

Contact Center Software 40

Contact Center Software Contact Center Software Self Service 40

NICE inContact

AUGUST 2, 2016

With today’s cutting-edge technology, the best, integrated solutions for managing a contact center also provide the utmost reliability, security and analytics helping lead to the best customer experience possible. Momentum’s solution portfolio includes: Best-in-class Voice and Contact Center Software.

Contact Center 121

Contact Center Contact Center Software Conference Exceptional Customer Service 121

NICE inContact

NOVEMBER 6, 2018

You manage employees in an industry that has one of the highest turnover rates out there. Your need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

Contact Center 122

Contact Center Tips Management Contact Center Software 122

ShepHyken

APRIL 8, 2022

Colossal Shift in the Retail Industry. Sharing some hacks to better understand, gain and retain digital customer experience in the retail industry: . Retail Industry Leaders Game to Sustain Digital Customer Experience . Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise.

Retail 80

Retail Industry Customer Experience Contact Center 80

NICE inContact

JULY 10, 2018

For the best results, look for a cloud contact center solution with in-built workforce optimization. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities. Measure performance.

Contact Center 24

Contact Center Technology Contact Center Software First Call Resolution 24

NobelBiz

JANUARY 3, 2024

Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024. Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

BlueOcean

JANUARY 23, 2024

Of course, average wages for a contact center worker vary greatly depending on your geographic region, your industry, and your required skills and experiences, which is why Payscale also gives a range of $11 to $21 (USD) for the same position. Once upon a time, agents simply had a phone. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

BlueOcean

NOVEMBER 6, 2019

Of course, average wages for a contact center worker vary greatly depending on your geographic region, your industry, and your required skills and experiences, which is why Payscale also gives a range of $9 to $19 for the same position. And that beginning is this – PayScale cites an average $13/hour for a customer service rep.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Whether it’s our AI capabilities, customer reporting, or contact center software, we have just the solution for you.

Retail 195

Retail Customer Experience Effort Score Social Media 195

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Data analytics in call centers goes beyond merely collecting data. Don’t miss it!

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

NobelBiz

NOVEMBER 6, 2023

The estimated value of the global contact center software market by 2027 is $110 billion , according to Replicant. Speech Analytics: This tool uses natural language processing to analyze customer-agent interactions, providing insights into customer sentiment and agent performance. alone by 2040.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

Upstream Works

MARCH 21, 2019

The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty. Central to this is an effective contact center software integration strategy that provides visibility to all customer journey information within the omnichannel agent desktop.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

NobelBiz

OCTOBER 2, 2023

Schedule a no-obligation chat with a NobelBiz representative today and find out how we can make your Contact Center journey hassle-free, just as we’ve done for countless others. Discover why we’re known as “the promise keepers of the contact center industry.”

System 105

System Contact Center Contact Center Software Social Media 105

NobelBiz

APRIL 2, 2024

With a focus on efficiency, scalability, and innovation, Enterprise Contact Center Solutions empower businesses to deliver seamless and personalized experiences to their customers. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

NobelBiz

MAY 25, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz The Importance of Customer Data in Call Centers Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile.

Call Center 98

Call Center Software Data Contact Center 98

Call Experts

OCTOBER 5, 2023

Adhering to Regulations High-quality call centers ensure compliance in industries with stringent regulatory requirements, such as healthcare or finance. Keep These Factors in Mind Before hiring a contact center, knowing what you’re looking for and what’s necessary to ensure a contact center meets your needs is essential.

Contact Center 105

Contact Center Call Center Guidelines Roadmap 105

NobelBiz

APRIL 23, 2024

The debt collection industry is undergoing a major shift. This expectation has permeated the collections industry, leading to the adoption of omni-channel communication strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

NobelBiz

NOVEMBER 13, 2023

Improve your data quality and assessments by reviewing and adjusting various analytics, testing, and measuring activities. Qualitative or quantitative call center surveys. To learn more, read this article on What is The Call Center Net Promoter Score NPS – and How to Improve It? CLV = 50 $x 12 months x 3 years = 1800$.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NobelBiz

AUGUST 28, 2023

Real-Time Analytic tools provide insights into agent performance, customer sentiment, and channel effectiveness, allowing for quick adjustments and data-driven decisions. Speech and Text Analytics can monitor interactions, identify trends, and uncover customer insights, enhancing agent training and performance optimization.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Contact Center 52

Contact Center Report Analytics Self Service 52

NobelBiz

AUGUST 22, 2023

Premium Telco Without Breaking the Bank The NobelBiz Voice Carrier Network is one of the best VoIP Interconnected Providers in the industry, with multiple worldwide redundancies for uninterrupted uptime, delivering the best possible voice quality at a fair price. Brad Butler, Contact Center Software Consultant @NobelBiz 4.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

NobelBiz

AUGUST 14, 2023

In the intricate web of contact center dynamics, answering machine detection assumes the role of an automated guide, expertly steering agents away from voicemails and towards real-time conversations. Paired with these voice analytics are robust algorithms trained on large datasets of recorded voicemails and real-time human responses.

Contact Center Software 52

Contact Center Software Call Center Contact Center Consulting 52

Kustomer

JUNE 27, 2022

High-quality software solutions and tools are versatile and can be used across industries such as healthcare, education, retail, e-commerce, and finance, as well as anything in-between, that necessitates customer communication. These tools can be curated and customized to achieve goals specific to your industry and business needs.

Software 92

Software Tools Customer Service Self Service 92

Upstream Works

SEPTEMBER 5, 2019

Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means. Contextual Data, Integrations & Analytics. Omnichannel.

Contact Center 60

Contact Center Self Service Trends Technology 60

NobelBiz

NOVEMBER 27, 2023

Integrated Call Center Analytics: Call logging software with built-in call center analytics tools provides valuable insights into call patterns and trends. By leveraging these analytics features, businesses can make data-driven decisions, optimize resource allocation, and enhance operational efficiency.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

NobelBiz

OCTOBER 17, 2023

In Part Two of ‘Pain Points for Call Center Owners and Operations Managers,’ we will unveil an additional set of seven critical challenges and provide insights, solutions, and practical strategies to tackle them head-on. Data analytics is the compass guiding modern call centers through the complexities of customer interactions.

Call Center 59

Call Center Management Contact Center Contact Center Software 59

Talkdesk

JUNE 21, 2019

How Wrap-Up Time is Spent Globally, the call center industry standard after-call work time is about six minutes. Check out our full list of over 50 contact center software integrations. Check out our recent blog on 15 Effective Tips for Training Call Center Agents. The post What is Call Wrap Up Time?

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50