ViiBE Blog

APRIL 15, 2021

Screen sharing can be helpful for technical support applications. Still, some customers may be wary of the security risk of handing over their entire computer’s system to a support agent. Customer support-oriented co-browsing will assist a customer who is having trouble navigating a company’s website.

e-support 52

e-support Contact Center Software Video Contact Center 52

NobelBiz

FEBRUARY 21, 2023

What are the most effective call center technologies for increasing customer engagement? Key Points: Customer Engagement will more likely lead to additional purchases, customer loyalty, and good e-reputation. Choose a more efficient means of communicating with and informing your customers using a cloud contact center solution – CCaaS.

Call Center 52

Call Center Customer Engagement Technology Engagement 52

NobelBiz

JUNE 17, 2024

A Business Process Outsourcing (BPO) call center is a third-party service provider that manages call center operations for other businesses. These call centers handle a variety of tasks, such as customer support, order processing, and telemarketing. This will help you find a provider that meets your unique needs.

Call Center 52

Call Center Contact Center e-support Self Service 52

NobelBiz

OCTOBER 9, 2023

Integration issues within contact centers are not mere obstacles; they are the bridges to seamless customer experiences, connecting the dots between customer data, efficiency, and satisfaction. Read this article to find the Top 12 Call Center Cost Reduction Strategies: Unlock Your Call Center’s Full Potential.

Call Center 52

Call Center Contact Center Management Contact Center Software 52

NobelBiz

MARCH 23, 2022

It is calculated as follows: Percentage of ROI call centers = (Total Income – Total Expenses)/Total Cost of Investment] x 100 For example, for an investment of $10,000, if it yields 15,000 dollars, then the ROI is 50% ((15,000 – 10,000)/10,000 = 50) Easy right? How often do agents need to call or e-mail the solution to complete a task?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

ShepHyken

APRIL 7, 2023

The four main categories of customer pain points are productivity, finance, process, and support. Productivity Pain Points The customer’s expectation of a more simplified experience when contacting firms is one of the process’s pain points. Your support staff is expected to respond as soon as a consumer raises a question.

How To 48

How To e-support Self Service Advertising 48

NobelBiz

FEBRUARY 15, 2023

In this article, we answer the question of how to build an excellent customer support team. Key Points: Lousy customer service can be quite costly Your business needs to choose the suitable agents and the right technologies CCaaS tools are a vital component to excellent customer service Why is Customer support service so vital for businesses?

Contact Center 52

Contact Center How To Call Center e-support 52

NobelBiz

FEBRUARY 21, 2023

Customers want to utilize chatbots to explore self-service options without assistance from a customer support representative, accelerating customer service. In addition, a well-designed chatbot may be pretty successful in collecting information before contact is made. For example, when switching from webchat to phone support.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Customers want to utilize chatbots to explore self-service options without assistance from a customer support representative, accelerating customer service. In addition, a well-designed chatbot may be pretty successful in collecting information before contact is made. For example, when switching from webchat to phone support.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

MAY 24, 2021

You’ll need to have a consistent and secure access point, even if the surrounding data center goes down. So one very important difference between on-premise vs. cloud contact center is in the technical capability, accessibility, and management tools that are used to support the solution.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

NobelBiz

FEBRUARY 14, 2022

FCR – First Contact Resolution for inbound contact centers First Contact Resolution (FCR) is an important metric for support or customer service centers. Whether it’s a phone call, this metric shows how many support requests are resolved right away. How to evaluate call center agent performance?

Metrics 52

Metrics Contact Center Management Call Center 52

NobelBiz

FEBRUARY 2, 2021

E-Learning Base On the other hand, Remote learning must be available 24 hours a day, 7 days a week. Your new agents should always have access to the support and resources they need online. By giving your agents self-study, you are empowering them to take charge of their own development and evolution.

Call Center 52

Call Center Training Tips Contact Center 52

NobelBiz

AUGUST 11, 2022

Customer engagement in call centers has expanded beyond the phone with the introduction of digital communication channels in the contact center sector (Facebook, Twitter, webchat, etc.). When it comes to cloud contact center systems, there are a lot of options out there. But NobelBiz Omni+ is different.

Contact Center 52

Contact Center Call Center Multi-Channel Abandon Rate 52

NobelBiz

JUNE 29, 2021

All of your contacts with consumers are now a component of your value offering. In 2020, 86 percent of customer support personnel will be more discriminating and have significantly greater expectations than in 2019. Feedback gathering may be automated using an e-reputation solution in conjunction with your CRM tool.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

NobelBiz

JULY 4, 2023

Automated Interaction Summaries serve as a vital tool in transforming technical challenges into opportunities to showcase exceptional problem-solving skills and deliver unparalleled support. This enabled supervisors to tailor training programs to bridge performance gaps, leading to a 30% increase in overall agent performance.

Interaction 52

Interaction Call Center Engagement Contact Center 52

NobelBiz

FEBRUARY 7, 2022

First, note all the regular phone and e-mail inquiries during your campaign. Understand why your callers contact you and their most pressing concerns and then alter the IVR structure to prioritize the most often picked options. According to a study, 62% of customers prefer to contact with businesses via email for customer support.

Contact Center 52

Contact Center Omni-Channel Average Handle Time Consumers 52