NobelBiz

FEBRUARY 21, 2022

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition.

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Contact Center Software Contact Center Software Call Center 52

NICE inContact

AUGUST 9, 2018

That’s why we recommend building a strategy around tracking, and improving upon, the top 3 customer service metrics: CSAT, NPS®, and CES. What is Customer Satisfaction (CSAT)? You can learn more by downloading NICE Satmetrix’s ebook on The ROI of NPS.). Bain and Company, Inc., and Fred Reichheld.

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NPS Metrics Net Promoter Score Customer Service 122

Playvox

FEBRUARY 13, 2023

Purchases are influenced by more than just customer experience quality — budget and other priorities are important factors that are out of your agents’ control. But your service center can’t afford to tip the scales in the other direction. Don’t forget that bad experiences cost businesses an average of 9.5% of revenue.

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Contact Center How To eBook Multi-Channel 78

Playvox

JULY 14, 2023

The quality of customer service and support can also have an impact on the productivity of a contact center. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction.

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Contact Center Measurement Call Center Abandon Rate 74

Playvox

APRIL 21, 2023

Then set up a way to conduct quality analysis on those interactions to ensure you are delivering on your committed customer expectations. Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team.

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Omni-Channel Self Service Customer Experience Contact Center 95

NobelBiz

SEPTEMBER 15, 2021

They also surveyed the organizations on call volumes, average handle times, customer satisfaction, and companies’ plans to implement permanent work-from-home procedures in the near future. It’s clear that customer experience needs to be the catalyst that enables a productive remote contact center moving forward.

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Call Center Self Service Average Handle Time Social Media 52

NobelBiz

MAY 16, 2023

Hosted contact centers are the wings that enable businesses to soar and reach new heights of customer satisfaction, with the cloud as their limitless sky. Christian Montes – Executive Vice President Client Operations What is a Hosted Contact Center?

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Contact Center Customer Service Contact Center Software Call Center 52