NobelBiz

AUGUST 28, 2023

Tech problems in contact centers are like unruly guests at a symphony – they disrupt the harmony of customer interactions, but with the right orchestration, they can be transformed into notes of seamless resolution. Anticipating the long haul, call and contact center leaders are gearing up for a hybrid work setup.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Call Center Management Gamification 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

JUNE 5, 2023

Delivering Personalized Experiences in call centers In an era where personalization is key to customer engagement, call centers face the challenge of tailoring their communication to meet individual customer preferences and needs. Using the Right Contact Center Technology Technology plays a vital role in lead generation.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

NobelBiz

FEBRUARY 22, 2023

This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition. Why do you need to upgrade to a top cloud-based contact center solution? Why do you need a new contact center software? And here are the telltales.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Your contact center managers, your agents — and most of all your customers.

Contact Center 52

Contact Center Omni-Channel Contact Center Software Gamification 52

NobelBiz

MAY 22, 2022

The benefits of effective workforce management: Whether you’re a large or small business, you can’t afford to ignore workforce management, especially if you happen to manage a call center. Higher employee engagement: Using the right call center software can improve communication between employees and managers.

Call Center 52

Call Center Management Contact Center Gamification 52

NobelBiz

APRIL 18, 2022

Assess your call center agent satisfaction Measuring client satisfaction is obviously necessary for assessing the quality of the service and the experience provided. Because it is now so simple to deliver satisfaction surveys following an engagement, it is tempting to systematize them to the point where consumers do not reply.

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

OCTOBER 18, 2021

Keeping your agents engaged Imagine that you have to deal with clients that ask the same questions over and over. This is what agents deal with on a regular basis, so you must keep them happy and engaged. Today’s call center systems include gamification features that boost staff morale and motivation. Tiring, right?

Call Center 52

Call Center Tools Strategy Contact Center 52

NobelBiz

FEBRUARY 22, 2023

Keeping your agents engaged Imagine that you have to deal with clients that ask the same questions over and over. This is what agents deal with on a regular basis, so you must keep them happy and engaged. Today’s call center systems include gamification features that boost staff morale and motivation. Tiring, right?

Call Center 52

Call Center Tools Strategy Contact Center 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? Many of today’s call centers do not rely solely on traditional phone lines.

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52