ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

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NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

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InMoment XI

JANUARY 10, 2024

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. But, these agents only made and received phone calls. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers.

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NobelBiz

FEBRUARY 2, 2021

Technology is a Key Component to Successful Training for Call Center Agents 1. The key is to offer a range of online learning options and content, from video lessons to online tests, downloadable documents, software technical modules, and more. And face-to-face video calls play a key role in this regard.

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NobelBiz

JULY 25, 2023

Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers. What is Interaction Analytics? Watch the entire podcast episode here!

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NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. All enabled by NobelBiz leading contact center technology. Brayan Carpio Senior Call Center Manager, Call4You Marketing “The technology aspect of NobelBiz stood out compared to the competition, and also the great team!

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NobelBiz

APRIL 23, 2024

This is why automation is especially transformative in contact centers. IVR systems not only handle initial debtor inquiries but also categorize calls based on urgency and complexity. By analyzing past interactions and payment histories, these systems can schedule calls at times when debtors are more likely to be responsive.

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Talkdesk

MAY 12, 2020

Save valuable time, money and effort by investing in agile tools that prepare contact center agents to meet the increasing expectations of your customers. Say “Hi” to the team Kick off training with a video introduction from the call center managing director, department heads and agent supervisors.

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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. All enabled by NobelBiz leading contact center technology.

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NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Trust in the power of IVR to transform your contact center into a high-performing hub of customer engagement and success.

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NobelBiz

FEBRUARY 22, 2023

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition.

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UJET

JUNE 25, 2021

Public switched telephone network (PSTN)caller wait time dropped to less than one minute , and PSTN call abandonment fell a solid 8%. Omnichannel call center solutions have promised for years to reduce the inefficiency and frustration that occurs when your customers switch between channels in their attempts to resolve an issue.

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NobelBiz

APRIL 16, 2024

Omnichannel customer engagement carries huge significance in the call center world. Example: A call center might receive customer queries through phone calls and social media. Example: A call center might use email, SMS, phone calls, and social media to engage with customers.

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NobelBiz

AUGUST 22, 2023

This includes call hold, mute, transfer, and even the capability to have multi-party calls without needing specialized equipment. Remote Accessibility According to financesonline , during the pandemic, VoIP and video conferencing grew by almost over 212% due to increased remote work.

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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. A channel, to be clear, means a communication vehicle that a customer/member/etc.

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NobelBiz

FEBRUARY 22, 2023

Social media: from 140 characters and hashtags on Twitter to replies on corporate page Facebook posts, comments on YouTube videos, and Instagram posts… Advantages of using Customer Data analytics for contact centers Call center analytics enables you to gather and analyze client data to prioritize them.

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Kustomer

JUNE 27, 2022

FAQs, product manuals, videos) and it can interact with and respond to the user. Personal Customer Service Calls Call Center The 1-800 Number Interactive Voice Response (IVR) Technology Customer Relationship Manager (CRM) Chatbots. Key Features: Messaging, Video, Phone, Fax, Phones and Headsets Price : $19 per month.

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Upstream Works

DECEMBER 11, 2018

The technologies required to support the demand for self-service include kiosks, chatbots, contact center knowledge base, and video. Digital transformation isn’t new – we’ve been moving towards digital engagement and seeing a reduction in phone calls for years. Dedicated Desktop and Customer Journey Management.

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NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? Read Case Study Watch video Salman Aslam Director Support – Quality & Training at WORK Inc.

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ViiBE Blog

APRIL 15, 2021

Cobrowsing software allows a customer to collaboratively browse with a representative who communicates with the customer by live chat, video chat, or phone call. Most co-browsing software does not require any installation. One method to do this is by using customer service training videos.

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ViiBE Blog

JULY 30, 2021

What is a contact center? Call Center , Customer experience , Remote operations. As the name itself suggests, an inbound contact center takes care of receiving all incoming contact inquiries from both individual and business customers. Using video communication technology to reach SDG 9.

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NobelBiz

MARCH 23, 2022

This is why, among other things, it is intended to guide the choices of call centers in terms of investments. When it comes to contact centers software, it is quite difficult to evaluate the gain or return directly related to the use of such technology, in a purely quantitative way.

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Talkdesk

JUNE 10, 2016

We’re so happy to have expanded our product offering from call center software to contact center software, incorporating SMS and video channels. Four years ago, Talkdesk set out to disrupt the stagnant $22B call center industry. So why’d we do it? Wondering what that is?

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NobelBiz

MAY 22, 2023

Let’s delve into some of the key features and benefits that you can expect: Enhanced features: Call recording, call forwarding, auto attendant, voicemail to email, and video conferencing are some of the advanced features that these systems offer. billion in 2020 to USD 9.50 during the forecast period.

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Upstream Works

JUNE 10, 2019

That’s why we’re so excited to announce the latest release of Upstream Works for Finesse (UWF) – omnichannel contact center software that powers limitless, continuous CX conversations that cross boundaries while raising the bar on real-time visibility and control. Video and Co-Browse Customer Care.

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NobelBiz

JANUARY 31, 2022

From our podcast series, Stories of the Call Centers, Jason talks about how customer expectations have changed. A knowledge base: All the knowledge of a contact center Did you know that 8. 51% of customers prefer technical support through a knowledge base ? A Dedicated 24/7 support from our team of professionals.

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CSM Magazine

JUNE 12, 2023

By understanding the nature and nuances of contact center fraud, it is possible for companies to respond proactively and develop strategies aimed at preventing, detecting, and ultimately stopping this growing threat.

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NobelBiz

APRIL 21, 2022

In this article, we detail everything about, computer telephony integration software, its benefits, and how it works. What is CTI – Computer Telephony Integration – in Call Centers? CTI incorporates voice, dial, video, or voice-over-IP phone technologies that establish new and better ways to communicate.

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Call Experts

JULY 28, 2022

If your business has a lot of customer interaction , you’re probably wondering if a contact center is a suitable solution. . A contact center processes incoming calls and messages from existing customers and prospects. Why You Need Contact Center Support.

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NobelBiz

MARCH 29, 2022

Consequently, instead of reacting passively to your contact center agent’s answers, they actively participate in those conversations. What does customer engagement bring to call centers? A call center agent must have the appropriate tools to achieve this.

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NobelBiz

MARCH 12, 2024

Read Case Study Watch video Case Study: Leading Edge Connections: Empowering Growth with Enhanced Interactions and Analytics Industry : Business Process Outsourcing (BPOs) / Outsourcing Company : Leading Edge Connections Number of Employees : 500+ Product Used : NobelBiz Omni+ Background : Leading Edge Connections, LLC.,

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TechSee

SEPTEMBER 3, 2019

When robust communication channels – ideally video-based – exist, distance is no object. Emerging software consumption models reject the perpetual licensing model in favor of seat-subscription-based or usage-based licensing. This enables contact center managers to continually measure the usefulness and the ROI of each tool.

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Talkdesk

JUNE 13, 2016

This is why our advanced call center software is jam-packed with customer-centric features and functionalities. But it’s also why we decided that we needed to shift away from call center software and move to contact center software. For Tracy, the best channel would likely be voice.

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NobelBiz

APRIL 12, 2021

You can use a softphone to make calls from your computer to another computer or from computers to phones. As opposed to having a traditional switchboard, this lowers the cost of making phone calls. In addition to telephony, a softphone program allows you to chat and organize video conferences.

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