Kustomer

AUGUST 8, 2022

QA tools record phone calls, conduct surveys and collect a lot of data about how to improve the experience. However, this information isn’t being translated to the very people it concerns, the agents themselves. They spend a lot of time listening to dead air or calls that really are not scorable or coachable anyway.

Customer Service 98

Customer Service How To Call Center Contact Center 98

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Kustomer

JULY 16, 2020

QA tools record phone calls, conduct surveys and collect a lot of data about how to improve the experience. However, this information isn’t being translated to the very people it concerns, the agents themselves. They spend a lot of time listening to dead air or calls that really are not scorable or coachable anyway.

Customer Service 52

Customer Service How To Call Center Contact Center 52

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

NobelBiz

JULY 25, 2023

We get to unravel the hidden gems of information from each interaction, which helps us fine-tune our services, anticipate their needs, and ultimately make them feel like we’re reading their minds (in the best way possible). This, in turn, aids in training agents, tailoring responses, and improving overall customer satisfaction.

Interaction 98

Interaction Analytics Call Center Contact Center 98

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 Omni-Channel 52

CSM Magazine

AUGUST 4, 2021

Consider this: of people who reached out to a contact center, 73% had tried a digital channel first, according to the Verint Experience Index (VXI): Banking report published earlier this year. However, not all customers will opt for digital first, so it’s important to meet them where they want to interact with you.

Banking 52

Banking Self Service Customer Experience Contact Center 52

NobelBiz

MAY 24, 2022

In the post-covid era, the contact center sector has altered dramatically. Managing call center agents remotely has become a true challenge for the industry. In this article, discover 5 tips to manage remote call center agents successfully. Plan your presence on an hourly and daily basis.

Call Center 52

Call Center Tips Virtual Call Center Management 52

NobelBiz

MAY 27, 2021

At the basic level, it is an automated telephony system that interacts with the callers, gathers information, and directs the call to the appropriate recipient. Adding an IVR to a high-volume contact center makes a world of a difference. Customizable messages, pre-recorded messages, and prompts 2.

Self Service 52

Self Service Contact Center System Call Center 52