Calabrio

MARCH 22, 2025

At the same time, contact center operations have also taken on a new level complexity. Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes.

Contact Center 130

Contact Center Management Strategy Call Center 130

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Here are 7 tips for call centers to improve customer experiences: 1.

Call Center 157

Call Center Tips Self Service Customer Experience 157

TechSee

JULY 9, 2019

To help companies improve their Customer Effort Score (CES), we’ve compiled a list of 10 call center mistakes that often result in high customer effort. Wasted hold time. If customers must wait on hold, why not make good use of their time? Shoddy self-service. Getting off on the wrong foot.

Call Center 143

Call Center Self Service Effort Score Contact Center 143

TechSee

JULY 17, 2018

Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities.

Wait Times 114

Wait Times Self Service Meeting Call Center 114

NICE inContact

MARCH 10, 2016

In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Check out our list below of the most critical call center metrics and KPIs for both inbound and outbound contact centers. Service Quality. Operational Efficiency.

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

NICE inContact

JANUARY 8, 2019

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. Offer Self-Service and Automation – Correctly.

Call Center 120

Call Center Customer Satisfaction Self Service Net Promoter Score 120

Talkdesk

SEPTEMBER 16, 2020

Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz.

Virtual Agent 115

Virtual Agent Call Center Self Service Contact Center 115

PeopleMetrics

JANUARY 24, 2025

Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center. The system maps key touchpoints, identifying friction in digital checkout (CX) and long hold times in the contact center (CS). With this insight, the company can address both issues systematically.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

NobelBiz

NOVEMBER 19, 2024

Let’s explore 20 contact center automations that can transform your operations. Why You Need Automation in Your Contact Center In traditional contact centers, repetitive tasks, long wait times, and fragmented processes can lead to inefficiencies, dissatisfied customers, and burned-out agents.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

CX Accelerator

MAY 25, 2022

When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. This may be self-service, in-person, phone, email, chat, social media or text message. Jenny began her call center customer service journey on the front lines back in 2005.

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

Bold360

APRIL 1, 2020

No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity. Call Centers: Too Busy for Regrets. Before we explore solutions, let’s scope out the problem.

Knowledge Base 95

Knowledge Base Call Center Self Service Management 95

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Talkdesk

NOVEMBER 16, 2020

Promote self-service options front-and-center. The same goes for self-service. Mitigate spikes in call volume and reduce waiting times by empowering customers to help themselves. If you haven’t already invested in intelligent, conversational self-service, consider it for 2021.

Call Center 105

Call Center Self Service e-support How To 105

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

Call Center 109

Call Center Contact Center Self Service Multi-Channel 109

TechSee

JULY 18, 2019

Wasted customer time – make sure customers never have to repeat themselves or sit idle during extended wait times. Intelligent routing is also key, as nothing is worse than waiting for a supervisor and then finding yourself talking to the wrong department.

Self Service 207

Self Service Customer Experience How To Contact Center 207

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

NICE inContact

FEBRUARY 5, 2019

This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center can’t deliver? Let’s assume you need better reporting and self-service options.

Contact Center 150

Contact Center Self Service How To Call Center 150

GetFeedback

MAY 9, 2018

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. Live chat is a great service to include on your mobile website. Offer excellent self-service content.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

NICE inContact

NOVEMBER 13, 2018

I’d bet that you have at one time or another called a company for support and heard the recording that goes something like this: “We’re sorry. Your call is very important to us. Due to an unexpected call volume, you may experience longer than normal wait times.” Some customers dread calling customer support.

Self Service 202

Self Service Hotels Wait Times Customers 202

NobelBiz

FEBRUARY 15, 2023

Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. As a result, self-service is becoming a cornerstone of customer experience in contact centers.

Self Service 52

Self Service Contact Center Customer Experience Customer Satisfaction 52

NobelBiz

APRIL 3, 2023

This makes the contact center business or department inefficient and unable to promptly solve more serious issues by generating long call queues and ramping up the wait time. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. Yes, please!

Self Service 52

Self Service Contact Center Omni-Channel Knowledge Base 52

Bold360

DECEMBER 7, 2020

That playbook describes 5 key phases : (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service. How do self-service tools support optimization and improvement of customer support?

Self Service 98

Self Service Strategy Multi-Channel How To 98

Bold360

DECEMBER 10, 2020

The playbook describes 5 key phases: (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service. In this post, we’ll focus on phase 5, evolving to the next level of self-service.

Self Service 52

Self Service Engagement Strategy How To 52

NobelBiz

OCTOBER 22, 2024

At NobelBiz, we take pride in providing solid omnichannel solutions that put these technologies together to achieve maximum performance and high customer satisfaction in call centers. ‘Understanding what your customers need is more than just answering calls; it’s about leveraging data to stay ahead of their expectations.

Analytics 52

Analytics Contact Center Call Center First Call Resolution 52

NICE inContact

NOVEMBER 6, 2019

Not only that, it’s also shaved 35 seconds off call handle time, which reduces customers’ wait time and saves the company 35 seconds of telecom costs on each of tens of thousands of calls! With CXone, TruGreen has streamlined its customers’ ability to make payments, both agent-assisted and self-service.

Self Service 136

Self Service Contact Center Wait Times Customer Satisfaction 136

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Customer Satisfaction Self Service Technology 116

NICE inContact

NOVEMBER 8, 2019

If you’re already using Salesforce but new to NICE inContact CXone, you can gain measurable improvements by integrating these two platforms, whether you have an inbound call center, outbound or both. They can also handle up to 25 interactions concurrently, driving agent productivity up and customer wait times down.

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

NobelBiz

MARCH 28, 2023

This renders the contact center business or department inefficient and unable to properly solve more serious issues in a timely manner by generating long call queues and ramping up the wait time. What is Self-Service for contact centers? In short, yes, self-service is cheaper.

Self Service 52

Self Service Contact Center Knowledge Base Omni-Channel 52

InMoment XI

AUGUST 22, 2024

Use a conversational intelligence software to analyze millions of interactions across call centers, chat, and digital channels to identify and resolve bottlenecks and enhance the contact center experience. Enhance Automated Systems : Improve your chatbots and phone menus to better understand and address customer needs.

Consumers 150

Consumers Self Service First Call Resolution Omni-Channel 150

GetFeedback

SEPTEMBER 2, 2019

Change is coming to the world of finance, even though it may be slow, when the financial services professionals were asked to identify the top three trends being prioritized by their CX team, analytics (44%), digital business transformation (39%), and self-service solutions (36%) were the most common technology changes underway.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Consumers faced long wait times to reach an agent.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course.

Call Center 75

Call Center Metrics Effort Score Abandon Rate 75

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

BlueOcean

DECEMBER 18, 2018

A potential contact center partner should be able to articulate their particular capabilities and processes in regards to AI solutions. In their answers to the following questions, they should be addressing chatbots, self-service, machine learning, big data, and more. INTEGRATION & MIGRATION.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

NICE inContact

NOVEMBER 14, 2018

Customers don’t want to wait in queue or getting transferred. With improved global and predictive routing and advanced self-service options, it is possible for to dramatically reduce wait times. Response time or handle time is getting to be less of a concern if the problem gets resolved right.

Contact Center 122

Contact Center Self Service Wait Times Loyalty 122