AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. Export the Genesys call flow from the QnABot Content Designer. Import example questions to QnABot.

Virtual Agent 70

Virtual Agent Call Flow Self Service Contact Center 70

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Hold queues and smart call routing play a pivotal role. Hold Queues : Ensures calls are answered promptly, minimizing wait times.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

NobelBiz

JANUARY 3, 2024

This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment. Hosted by Carl Stuerke, a seasoned Contact Center Software Consultant, alongside industry experts Michael McGuire and Brad Butler, boasting 30 years of combined experience.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

Talkdesk

DECEMBER 23, 2020

The Spring 2020 rollout of the first and second rounds of the Paycheck Protection Program (PPP) was tarnished by exceedingly high call volumes, excessively high call handling and wait times for small business owners contacting banks for a lifeline.

Banking 126

Banking Contact Center Insurance Self Service 126

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this?

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

NobelBiz

MARCH 22, 2021

More than just a system for controlling inbound and outbound calls, telephony software has evolved into a powerful tool for increasing productivity and enhancing customer satisfaction within contact centers. One of the primary advantages of CRM integration with contact center technology is call flow management.

CRM 52

CRM Customer Service Contact Center Software Contact Center 52

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. What is call center efficiency?

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

FEBRUARY 22, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. AHT is an abbreviation for “Average Handling Time.” It is one of the most typical criteria assessed in contact center support services.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. AHT is an abbreviation for “Average Handling Time.” It is one of the most typical criteria assessed in contact center support services.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

Call Experts

SEPTEMBER 1, 2022

While simple IVR systems are great for basic customer service, sophisticated ones will leverage speech recognition and help companies improve their call flow and reduce wait times. Tell the system what you want, and it’ll get you the information you need from the most reliable source.

System 52

System Call Center Call Flow Customer Retention 52

NobelBiz

JUNE 1, 2021

Your contact center serves as your company’s storefront. When you employ contact center as a service (CCaaS) software, you enable your call center employees to better their work and boost your bottom line by optimizing the client experience. Contact center as a service is abbreviated as CCaaS.

Contact Center 52

Contact Center Multi-Channel Call Center Software 52