Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence.

Engagement 67

Engagement Customer Experience Contact Center Infographics 67

UJET

DECEMBER 17, 2020

A non-native English-speaking customer, for instance, may not get the support they need if rudimentary speech recognition software can’t discern intent because of the customer’s accent. Multimodal e-commerce experiences with an “in-store” feel. Imagine that a customer who is in a hurry calls into your contact center.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

UJET

DECEMBER 17, 2020

A non-native English-speaking customer, for instance, may not get the support they need if rudimentary speech recognition software can’t discern intent because of the customer’s accent. Multimodal e-commerce experiences with an “in-store” feel. Imagine that a customer who is in a hurry calls into your contact center.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

NobelBiz

SEPTEMBER 17, 2024

Integrations with Sales and Customer Support Tools These days, VoIP services can actually include much more than calls. NobelBiz has brought a VoIP solution for contact centers that is designed with advanced capabilities, which promise smooth communication and improvement in customer experience.

Contact Center 52

Contact Center CRM Call Recording Call Center 52

Avaya

AUGUST 24, 2016

In pursuit of this goal, Common has been a long-time user of Avaya IP Office ™ with Avaya Contact Center Select. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. –supporting our long-term focus on regulatory compliance and business security.

Tools 40

Tools Call Recording Contact Center e-support 40

NobelBiz

FEBRUARY 14, 2022

However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. In this article, we will examine the most critical agent performance indicators and how to manage them in contact centers. How to evaluate call center agent performance?

Metrics 52

Metrics Contact Center Management Call Center 52

NobelBiz

FEBRUARY 2, 2021

Faced with the pandemic, many contact centers have been forced to close their offices, raising fears of a slowdown or even closure. Technology is a Key Component to Successful Training for Call Center Agents 1. E-Learning Base On the other hand, Remote learning must be available 24 hours a day, 7 days a week.

Call Center 52

Call Center Training Tips Contact Center 52

NobelBiz

SEPTEMBER 24, 2024

Specialized Features : Depending on your industry, you may require unique features like AI-driven call analytics, omnichannel support, or advanced reporting that some Nextiva alternatives provide. Alternatives to Nextiva may offer better pricing structures or features designed specifically for scaling call volumes and team size.

Contact Center 52

Contact Center Call Center Omni-Channel CRM 52

NobelBiz

JULY 26, 2022

While the call center can be proud of having richer and more specific information about customers and managing them. Call centers must equally acknowledge that it is becoming increasingly difficult to use this information effectively on a daily basis. Call scoring: How to use it to improve agents’ performance?

Call Center 52

Call Center Effort Score Contact Center Telecommunications 52

NobelBiz

MARCH 21, 2023

However, by studying customer experience metrics such as FCR, contact centers can create a balance between customer satisfaction and reducing service costs. Why was the consumer dissatisfied with the initial contact? Why was the call routed to the incorrect division? Review call records and logs.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers?

Contact Center 52

Contact Center Call Center Multi-Channel Abandon Rate 52

AWS Machine Learning

MARCH 20, 2025

It also offers flexibility in data extraction by supporting both explicit and implicit extractions. With multi-agent workflows, policy validation, automated decision support, and document generation, this approach enhances efficiency, accuracy, and compliance across industries.

Data 99

Data Multi-Channel Effort Score e-support 99

AWS Machine Learning

OCTOBER 23, 2024

Contact centers play a vital role in shaping customer experiences, and analyzing post-call interactions can provide valuable insights to improve agent performance, identify areas for improvement, and enhance overall customer satisfaction. This is exactly what data stories are designed to support.

Analytics 67

Analytics Contact Center Call Recording Customer Centricity 67