NobelBiz

NOVEMBER 19, 2024

Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Let’s explore 20 contact center automations that can transform your operations. The secret weapon? Automation.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

NICE inContact

NOVEMBER 14, 2019

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations.

Contact Center 24

Contact Center Call Recording Call Center Analytics 24

NobelBiz

APRIL 20, 2021

Call recording is a high-quality system that provides you an overall view of your teams performances. It enables you to detect issues in call frames and in the customer experience. Here's everything you should know about call recording software.

Call Recording 59

Call Recording Contact Center Software System 59

NICE inContact

MAY 10, 2016

Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. While every business has differences, there are some key benefits of speech analytics that can be useful for your contact center no matter what it’s function.

Contact Center 120

Contact Center Analytics Contact Center Software Resources 120

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Refer to Supported Regions to learn more.

Contact Center 116

Contact Center Call Center e-support Knowledge Base 116

Calabrio

MARCH 4, 2025

Together, these conversation intelligence functions combine to support customer service and sales teams, such as those in a contact center, with actionable insights on patterns of behavior, opportunities for improvement, and areas of risk. Let’s break this down.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

Contact Center 139

Contact Center Call Recording Policies Software 139

NICE inContact

JANUARY 30, 2019

With 15 employees and seven contact center agents, the company has written 270,000 policies and generated over $48 million in premiums. NICE inContact’s cloud-based platform and solutions have given MSI’s contact center the flexibility and efficiency it needs to power continued growth.

Insurance 137

Insurance Customer Satisfaction Call Recording Contact Center 137

NICE inContact

APRIL 18, 2019

If you’ve experienced the following situations in your organization, incorporating: Your evaluators know the type and length of interaction they want to evaluate — but tediously listen to multiple call recordings to find the “right” one. appeared first on NICE inContact Blog.

Analytics 162

Analytics Management Contact Center Call Recording 162

Upstream Works

MAY 18, 2021

Cloud-based platforms are becoming more prevalent in contact centers. Decisions around cloud will be technology-driven, and IT will need to consider the implications for both contact center operations and the broader organization. Learn more about Upstream Works omnichannel cloud contact center solutions here.

Contact Center 78

Contact Center Self Service Call Recording Omni-Channel 78

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Back To CX Accelerator Blog

Survey 182

Survey Social Media Contact Center Call Recording 182

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the agent with feedback. appeared first on NICE inContact Blog.

Analytics 138

Analytics Management Call Recording Contact Center 138

NICE inContact

APRIL 5, 2016

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. Agents are connected before the customer answers, which helps start the call off positively and increases connect rates. #2:

Contact Center 120

Contact Center CRM Call Recording Omni-Channel 120

NICE inContact

OCTOBER 17, 2019

Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Contact center investments can yield significant and rapid improvements to that. Call recording? Understand the capital requirements and where they are aligned in your contact center.

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

NICE inContact

JANUARY 24, 2019

This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue. .

Self Service 152

Self Service Contact Center e-support Call Center 152

NICE inContact

JULY 27, 2016

I did not (at least not in any detail), so I looked it up recently, when I started thinking about this blog…. It’s a general finding in the contact center industry: customers are growing more exigent. The post New Integration: inContact Agent for Oracle® Service Cloud appeared first on inContact Blog.

Contact Center 123

Contact Center CRM Call Recording Report 123

NICE inContact

SEPTEMBER 15, 2016

Every contact center manager wants a team of agents that perform at optimum levels. While every manager has his or her own unique communication style, it’s worthwhile to take note of some successful call center coaching strategies. The path to getting to that point, however, isn’t always easy. Keep It Confidential.

Call Center 120

Call Center Strategy Contact Center Call Recording 120

NobelBiz

NOVEMBER 26, 2024

At NobelBiz, we ’ ve redefined support with our client advocate model, proactively addressing potential challenges and ensuring our clients ’ contact centers operate at peak efficiency around the clock.” – Christian Montes Executive Vice President Client Operations 2. NobelBiz goes beyond the traditional 24/7/365 support model.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Engagement 106

Engagement Contact Center Call Recording Trends 106

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Call Recordings. From a high level, this is a goal we’ve always tried to achieve.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

Talkdesk

MAY 12, 2020

Thankfully, Callbar is incredibly easy to use, even if you’re brand new to call center software. Getting started Last week, we published a blog on everything you need to get started as a WFH agent , including technical and non-technical requirements. Set your availability A contact center agent’s day is dynamic.

Call Recording 86

Call Recording Contact Center Conference CRM 86

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

Contact Center 105

Contact Center Call Center Self Service Call Recording 105

Talkdesk

JUNE 21, 2019

One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. Changes to the modern contact center environment . Modern contact center environments are often fast-paced, stressful, and demanding.

Contact Center 52

Contact Center Guidelines CRM Call Recording 52

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Manage complex call flow designs.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Upstream Works

DECEMBER 11, 2018

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service. The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Talkdesk

AUGUST 22, 2017

Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. It all starts with the first action the admin takes: setting up the contact center.

Contact Center 40

Contact Center Self Service Call Recording Groups 40

Talkdesk

AUGUST 22, 2017

Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. It all starts with the first action the admin takes: setting up the contact center.

Contact Center 40

Contact Center Self Service Call Recording Groups 40

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center Self Service Contact Center Software Call Center 40

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence.

Engagement 67

Engagement Customer Experience Contact Center Infographics 67

UJET

APRIL 16, 2020

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer.

Wireless 90

Wireless Call Recording Video Contact Center Software 90

NobelBiz

JANUARY 21, 2025

Voicemail Drop : When a call goes unanswered, this feature leaves a pre-recorded message automatically, saving agents time and keeping messages consistent. Auto-dialers can improve call connection rates by up to 150%, allowing call centers to optimize agent efficiency and engage with more customers.

Call Center 52

Call Center CRM Contact Center Analytics 52

BirdEye

DECEMBER 26, 2023

The right VoIP service provider can help you turn every call into a business opportunity. Read this blog post to learn more about VoIP services and pick the best VoIP service for your business. You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls. What is a VoIP number?

Call Recording 111

Call Recording Video System Communication 111

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

Call Center 59

Call Center Self Service Software Contact Center 59

Avaya

MAY 20, 2019

Call recording? 1 in the global contact center systems market and Verint a recognized global leader in Workforce Engagement ). The post Avaya and Verint: Two Market Leaders, One Incredible CX Strategy appeared first on Avaya Connected Blog. When thinking about Workforce Engagement , what comes to mind?

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

NobelBiz

AUGUST 13, 2024

A Voice over Internet Protocol (VoIP) telecom system allows contact centers to connect inbound and outbound calls over an internet connection. Contact centers that use VoIP can convert voice to a real-time experience by enhancing agents’ self-service and support activities, increasing throughput, and reducing costs.

Call Center 52

Call Center Contact Center Customer Service Self Service 52

Avaya

AUGUST 24, 2016

In pursuit of this goal, Common has been a long-time user of Avaya IP Office ™ with Avaya Contact Center Select. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. –supporting our long-term focus on regulatory compliance and business security.

Tools 40

Tools Call Recording Contact Center e-support 40