NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

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Call Center Tools Contact Center Net Promoter Score 104

NICE inContact

JANUARY 10, 2020

In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr. Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs.

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Call Center Technology Video Management 156

NobelBiz

AUGUST 13, 2024

Call Management Voice Call Management features are the fundamental tools necessary for managing basic call center operations. These features ensure that calls are efficiently handled, routed, and processed, forming the backbone of any call center.

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COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

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Call Center Contact Center Employee Engagement Gamification 96

NobelBiz

SEPTEMBER 30, 2022

The post VIDEO: From call center agent allocation to fighting agent attrition appeared first on NobelBiz®. Besides the probability of success and the deal size going up with the positive results of agent allocation, relationships are being built if the customer and agent have an engaged and non-robotic conversation.

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Call Center Video Engagement Customers 52

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. The post VIDEO: Call Center Omnichannel Metrics that Matter Today appeared first on NobelBiz®.

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Call Center Omni-Channel Metrics Video 52

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

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Call Center Contact Center Contact Center Software Call Recording 52

AWS Machine Learning

OCTOBER 29, 2024

Professionals in a wide variety of industries have adopted digital video conferencing tools as part of their regular meetings with suppliers, colleagues, and customers. All of this data is centralized and can be used to improve metrics in scenarios such as sales or call centers.

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Video Sales Analytics Examples 111

NobelBiz

JULY 23, 2024

Implementing omnichannel call center software can change the way insurance providers interact with clients. In this article, we’ll talk about how How Omnichannel Call Center Software can help Insurance Agencies How Insurance Providers Can Benefit From Call Center Software 1.

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Call Center Insurance Omni-Channel Software 52

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. The post VIDEO: How Bruce Is Helping Non-profit Call Centers appeared first on NobelBiz®.

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Call Center Video Training 52

TechSee

DECEMBER 10, 2019

They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments. What is Computer Vision AI?

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Call Center Self Service Contact Center How To 136

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. The post VIDEO: What It Means to Be a Certified Call Center appeared first on NobelBiz®.

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Call Center Video Training 52

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

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Call Center Contact Center Average Handle Time Multi-Channel 59

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.

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Call Center Report Contact Center Net Promoter Score 59

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise.

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Call Center Omni-Channel Self Service Strategy 182

NobelBiz

OCTOBER 22, 2020

This is First Contact: Stories of the Call Center. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers! The post VIDEO: How Social Media Took Over the Call Center appeared first on NobelBiz®.

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Social Media Call Center Video Customer Service 52

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. The post VIDEO & ARTICLE: Call Center Empathy Training – How to Do It Right appeared first on NobelBiz®.

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Call Center Training Video How To 52

NobelBiz

JUNE 17, 2021

The post VIDEO & ARTICLE: Call Center Migration Plan appeared first on NobelBiz®. Frank Wassenbergh has 18 years of experience working with clients, using practical knowledge and willingness to build solutions and gain clients' trust in managing businesses and implementing technology.

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Call Center Video Technology Management 40

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. The post VIDEO & ARTICLE: How to Train Call Center Agents Remotely Correctly and Efficiently appeared first on NobelBiz®.

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Call Center Training Video How To 52

NobelBiz

SEPTEMBER 30, 2022

Kevin shares how the system works in toeing the line between performance management and matching leads with the best agents to increase production and contact centers. The post VIDEO: The magic of call center call scoring and allocating: how does it work exactly appeared first on NobelBiz®.

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TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. What Matters Most to Contact Center Managers. Contact center managers need clear strategies to create efficient, productive and effective teams.

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Call Center Culture Contact Center Net Promoter Score 126

TechSee

OCTOBER 31, 2019

Let’s meet these malevolent monsters and get to grips with the thorny issue of call center attrition. Cobbled together from countless pieces of archaic software, the Frankenstein contact center system is the bane of the agent’s life. Just an endless procession of ghouls conspiring to make him miserable and convince him to quit.

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Call Center Contact Center Average Handle Time Fashion 117

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

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Call Center Self Service Software Contact Center 59

NobelBiz

FEBRUARY 21, 2020

Jake Bush, the guest of our second podcast episode, talks to our host about his experience in the call center industry - how he got into it after skiing, cooking, and film studies. He talked to us about the challenges and ups and downs of managing a call center right now.

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Call Center Video Management Study 52

NobelBiz

JUNE 17, 2021

The post VIDEO: Horror Stories in Call Center Migration appeared first on NobelBiz®. Frank Wassenbergh has 18 years of experience working with clients, using practical knowledge and willingness to build solutions and gain clients' trust in managing businesses and implementing technology.

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Call Center Video Technology Management 40

NobelBiz

MAY 20, 2021

Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day. The post VIDEO & ARTICLE: Benefits of Call Center Speech Analytics appeared first on NobelBiz®.

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Call Center Video Analytics 40

NobelBiz

FEBRUARY 18, 2020

This is First Contact: Stories of the Call Center. In episode 2, we talk with Jake Bush of INFOCU5 about his journey from helicoptering to skiing, cooking, film, and then becoming CEO of a call center company. The post VIDEO: Jake Bush on Early Lessons from the Call Center appeared first on NobelBiz®.

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NobelBiz

MARCH 20, 2020

This is First Contact: Stories of the Call Center. In episode 3, we talk with Cathy Karabetsos, CEO and President of QCSS about her experience as a leader in the global contact center market and about managing her life as a mother of seven blessings.

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Call Center Video Contact Center Marketing 52

NobelBiz

MARCH 16, 2021

The post VIDEO: The Unexpected Way Gary Pudles Got Into the Call Center Business appeared first on NobelBiz®. Gary Pudles is considered a ‘serial entrepreneur’ in the vast business world. Find out more about his life journey in this remarkable discussion about acquisition, downturn, morale and much more!

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Call Center Video 52

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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Call Center Technology Virtual Call Center Contact Center 52

Magellan Solutions

FEBRUARY 2, 2022

As the top call center country of the world , the Philippines continuously impress global leaders because of its educated workforce, efficient labor practices, industry expertise, low labor cost, and strategic location. A Brief History of the Call Center Industry in the Philippines. The call center industry generated $8.9

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Call Center Industry Contact Center Government 75

NobelBiz

MAY 20, 2021

Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day. The post VIDEO: Working in a Call Center as an MBA Programme appeared first on NobelBiz®.

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Call Center Video 40

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. She has managed multiple call centers in the US.

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Call Center Management Contact Center Gamification 52

ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center.

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Call Center Experience Call Center Average Handle Time Virtual Call Center 52

TechSee

JUNE 9, 2022

TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start providing a new contact center “Video Support Service” utilizing video from May 2022. In addition, video-based operations lead to intuitive understanding by customers. May 23, 2022. Terilogy, Inc. Terilogy Co, Ltd.

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Telecommunications Video Contact Center e-support 109

ViiBE Blog

JULY 15, 2021

What is a great call center answer? Call Center , Customer experience. Inbound call centers are one subset of call centers. When calling a call center, what kinds of call center answers can you expect? What kinds of questions do call center agents receive?

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Call Center Self Service e-support Insurance 52

ViiBE Blog

APRIL 22, 2021

A call center depends on many different people to function correctly. Each call center agent must balance performance targets with customer satisfaction. On top of that, software is critical to the functioning of a call center. How can I improve my call center performance?

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Call Center Management How To Knowledge Base 52