CSM Magazine

JUNE 12, 2023

Contact center fraud occurs when malicious actors deceive contact center agents or manipulate self-service channels to gain unauthorized access to sensitive information, manipulate accounts or commit other illicit activities.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

Playvox

SEPTEMBER 16, 2021

COVID-19 and the ensuing pivot in working environments we have all embraced are the two compelling reasons to move on from managing your contact center with spreadsheets. Related Article: 4 Key Contact Center Trends for the Post-Pandemic World. ENJOYING THIS ARTICLE? The call center is evolving.

Contact Center 52

Contact Center Management Multi-Channel Contact Center Software 52

NobelBiz

AUGUST 13, 2024

This article dives deep into the most essential VoIP features that every modern business should leverage. Call Management Voice Call Management features are the fundamental tools necessary for managing basic call center operations. Related Article Customer Experience Automation – Benefits and Best Practices 7.

Call Center 52

Call Center Contact Center Customer Service Self Service 52

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.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

OCTOBER 9, 2023

Today we’ll delve deep into the pain points that frequently plague call center executives. These challenges, often hidden beneath the surface, can significantly impact the success and efficiency of call center operations. Example from a Call Center Perspective A call center uses a specific CRM system that releases a major update.

Call Center 52

Call Center Contact Center Management Contact Center Software 52

NobelBiz

JUNE 7, 2021

We answer all these questions and more in our article. A VoIP solution incorporated into a UCaaS system is a critical component of a multi-channel platform that significantly improves corporate communications by enabling IP connections (Internet Protocol). Hence the questions: What is exactly UCaaS? What are its advantages?

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

NobelBiz

JULY 31, 2023

” In an advisor article , Forbes highlights the significance of call queues in optimizing customer experiences: “While hold times are sometimes inevitable, call queues can help shorten them. A financial query at a bank differs vastly from a technical issue at a software company.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

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.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

FEBRUARY 22, 2023

If the telephone is the initial point of contact for the client, it might create a set of customer friction points. That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. Table of Contents show What are Customer Friction Points?

How To 52

How To Omni-Channel Multi-Channel Wait Times 52

NobelBiz

FEBRUARY 23, 2023

We answer all these questions and more in our article. A VoIP solution incorporated into a UCaaS system is a critical component of a multi-channel platform that significantly improves corporate communications by enabling IP connections (Internet Protocol). Hence the questions: What is exactly UCaaS? What are its advantages?

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

NobelBiz

FEBRUARY 18, 2023

If the telephone is the initial point of contact for the client, it might create a set of customer friction points. That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. In call queues, the typical distribution method is first in, first out.

How To 52

How To Omni-Channel Multi-Channel Call Center 52

NobelBiz

JUNE 6, 2021

In this article, you can learn about the advantages of this technique and how to put it into practice in this article. There is one critical moment that counts more than the others in every journey, regardless of the channel. It is the most crucial point of contact. Determine the critical moment.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Touchpoint 52

NobelBiz

JULY 10, 2023

As we speak, AI-powered solutions are revolutionizing how contact centers identify, engage, and convert leads. In this article, we delve into the profound impact of AI on lead generation and explore how your contact center can harness its potential.

Contact Center 40

Contact Center Call Center Industry Chatbots 40

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. Multi-national food & beverage corporations like The Coca-Cola Co. Furthermore, a recent article by Huffington post states that the cost of bad experiences is around $ 80.00

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

NobelBiz

AUGUST 28, 2023

In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving. Embrace modern solutions that streamline operations and ensure smooth communication across channels.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

AUGUST 11, 2022

In this article, find out: How Cloud-Based Contact Center Solutions – CCaaS increase flexibility and agent productivity? Why CCaaS flexibility is so important for call centers? As a result, your agents will be able to keep up with consumer demands across all channels.

Contact Center 52

Contact Center Call Center Multi-Channel Abandon Rate 52