NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

NobelBiz

NOVEMBER 19, 2024

Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Let’s explore 20 contact center automations that can transform your operations. The secret weapon? Automation.

Contact Center 52

Contact Center Call Center Self Service Chatbots 52

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Refer to Supported Regions to learn more.

Contact Center 120

Contact Center Call Center e-support Knowledge Base 120

NobelBiz

APRIL 20, 2020

Metrics like Customer survey ratings or average wait times will reveal a lot about the success of your contact center. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. As a result, call recording in the cloud becomes a valid alternative.

Call Recording 52

Call Recording Contact Center Software CRM 52

NobelBiz

APRIL 15, 2025

Key Takeaways Connection Over Compliance: Traditional script-based training prioritizes error avoidance, but fails to create meaningful customer connections. Tech Should Support, Not Distract: Integrated platforms like NobelBiz Cloud Contact Center enable agents to focus on conversations, not troubleshooting tools.

Training 40

Training Connections Contact Center Call Center 40

Talkdesk

NOVEMBER 25, 2020

Here are three tips on how to scale your contact center for the seasonal rush. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Tips Self Service Ecommerce 101

Upstream Works

MAY 18, 2021

Cloud-based platforms are becoming more prevalent in contact centers. Decisions around cloud will be technology-driven, and IT will need to consider the implications for both contact center operations and the broader organization. Learn more about Upstream Works omnichannel cloud contact center solutions here.

Contact Center 78

Contact Center Self Service Call Recording Omni-Channel 78

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. One “throat to choke” for all service issues.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

InMoment XI

DECEMBER 13, 2024

Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NICE inContact

APRIL 5, 2016

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. Often these types of legacy dialers result in more hang-ups than connects.

Contact Center 120

Contact Center CRM Call Recording Omni-Channel 120

NICE inContact

JANUARY 24, 2019

This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue. .

Self Service 152

Self Service Contact Center e-support Call Center 152

Calabrio

AUGUST 15, 2018

Heres another installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series. Rob: This will be my first time attending C3, as our firm is new to the Calabrio WFM and Call Recording suite, so, Im looking forward to everything! Q: The theme of this years conference is Amplify the Connection.

Contact Center 130

Contact Center Conference Call Recording Sports 130

NobelBiz

NOVEMBER 26, 2024

At NobelBiz, we ’ ve redefined support with our client advocate model, proactively addressing potential challenges and ensuring our clients ’ contact centers operate at peak efficiency around the clock.” – Christian Montes Executive Vice President Client Operations 2. Contact us today to learn more!

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. But call center employees can also be some of the least supported, hardest worked employees in the business – a sure-fire recipe for call center burnout. . What is Call Center Burnout?

Contact Center 72

Contact Center Call Center How To Exercises 72

Kustomer

OCTOBER 31, 2018

Kustomer is partnering with Amazon Web Services to deliver next-level omnichannel support and experience for enterprises and contact centers. Kustomer’s integration with Amazon Connect seamlessly pulls AWS’s robust technology into a single convenient timeline view. Personalized IVR Experience.

Contact Center 49

Contact Center Connections Omni-Channel Call Recording 49

CSM Magazine

MARCH 20, 2025

Contact Center as a Service (CCaaS) CCaaS providers host call center infrastructure and software in the cloud, giving you access to advanced technology without significant upfront investment. Predictive Dialer : Automatically dials numbers and connects calls to agents only when answered.

Call Center 52

Call Center Tools Self Service Contact Center 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. This is why we have to continually connect to the business why. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

Contact Center 105

Contact Center Call Center Self Service Call Recording 105

NobelBiz

MARCH 9, 2021

Contact center software is meant to provide clients with an exceptional customer service experience. A contact center software is more than just an operating system. So what options should you have in contact center software? This is where predictive dialers come in handy.

Contact Center Software 52

Contact Center Software Contact Center Software Automatic Callback 52

NobelBiz

NOVEMBER 20, 2023

Understanding Virtual Phone Systems: A New Era of Communication A dynamic virtual phone system operates seamlessly through internet connectivity, effectively handling both incoming and outgoing calls. Let’s explore how a call center can transform its operations by setting up a VPS using the NobelBiz Voice Carrier Network.

System 103

System Communication Contact Center Self Service 103

NobelBiz

MARCH 21, 2023

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity.

Contact Center 52

Contact Center Software Call Center Call Recording 52

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Engagement 106

Engagement Contact Center Call Recording Trends 106

NobelBiz

FEBRUARY 22, 2023

On the side of contact centers, having a efficient telephony software provides clear benefits to agents. All of these capabilities and options, such as call recording, IVR, computer telephony integration, call routing and other allows agents and supervisors to run inbound and outbound campaigns smoothly and easily.

Contact Center 52

Contact Center How To Call Recording First Call Resolution 52

NobelBiz

FEBRUARY 22, 2023

On the side of contact centers, having a efficient telephony software provides clear benefits to agents. All of these capabilities and options, such as call recording, IVR, computer telephony integration, call routing and other allows agents and supervisors to run inbound and outbound campaigns smoothly and easily.

Contact Center 52

Contact Center How To Call Recording First Call Resolution 52

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

Vonage

MARCH 26, 2018

A study published in the Harvard Business Review found that emotionally connected customers are more than twice as valuable on a lifetime basis as highly satisfied customers because they are more likely to repurchase goods and services and recommend the business to others. Building a personal connection. How easy is it?).

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. Changes to the modern contact center environment . Modern contact center environments are often fast-paced, stressful, and demanding.

Contact Center 52

Contact Center Guidelines CRM Call Recording 52

NobelBiz

JANUARY 21, 2025

These systems call contacts from a preloaded list, connect answered calls to agents, and handle unanswered calls with pre-recorded messages or follow-ups. Predictive Dialing : This feature dials multiple numbers simultaneously and connects agents to live calls.

Call Center 52

Call Center CRM Contact Center Analytics 52

NobelBiz

MARCH 14, 2022

In 2022, contact center agents are using precise information and technologies for each prospect to make interactions more fruitful and meaningful. Many elements influence the success or failure of an outbound call, beginning with proper planning and preparation. is one of the most often asked questions at our contact center?

Contact Center 52

Contact Center Average Handle Time Omni-Channel Call Center 52

NobelBiz

FEBRUARY 22, 2022

A VoIP (Voice over Internet Protocol) phone system is an Internet-based phone system that allows businesses and contact centers to make voice calls. They enable the user to contact any landline, mobile, or even another computer using an Internet-connected laptop, desktop, tablet, or cell phone.

Contact Center 52

Contact Center Telecommunications Call Center System 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

AWS Machine Learning

NOVEMBER 27, 2023

Amazon Transcribe Call Analytics now offers a new generative AI-powered summarization capability (in preview) that automates post-call summarization to improve contact center agent and manager productivity. Carbyne’s mission is to help emergency responders save lives, and language cannot come in the way of their goals. “AI-powered

Self Service 122

Self Service Contact Center Analytics Effort Score 122

NobelBiz

JUNE 7, 2021

Employees of a firm may interact from anywhere and at any time using a basic internet connection and a linked device, thanks to the proliferation and democratization of linked tools (smartphones, tablets, or computers). For a few years now, businesses including contact centers have relied heavily on Cloud technologies.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Engagement 96

Engagement Contact Center Call Recording Trends 96

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. The main difference between on-premise vs. cloud contact center is that the cloud contact center will not go out of commission if the facility where it’s hosted goes offline.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52