Remove Call Flow Remove Contact Center Software Remove Knowledge Base
article thumbnail

Back to Basics: Contact Center Trending Technology 101

Upstream Works

If a customer has already emailed about something and is now calling, you need to have awareness of that email and any other related communications by having visibility across channels and interactions through an omnichannel agent desktop. Self-service, Knowledge, AI & Bots. Let’s take a look at knowledge portals.

article thumbnail

How To Manage The Average Handling Time (AHT) For Contact Centers?

NobelBiz

Understanding how to properly monitor your AHT is critical if a company wants to successfully outsource its contact center. At NobelBiz, we offer solutions for call centers that are designed with enterprise-level reliability and security standards in mind. We take care of everything to focus on running your business.