CSM Magazine

JUNE 12, 2023

Contact center fraud occurs when malicious actors deceive contact center agents or manipulate self-service channels to gain unauthorized access to sensitive information, manipulate accounts or commit other illicit activities.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

NobelBiz

DECEMBER 19, 2021

How to calculate the call abandonment rate for contact centers? Some contact centers also choose not to include immediate desertion, implying a misdialed number or other causes outside the call center agent’s control. In a self-service application, for example, abandoned calls should not be counted.

Abandon Rate 52

Abandon Rate Contact Center Self Service Contact Center Software 52

NobelBiz

DECEMBER 11, 2023

If you’re navigating call center management challenges, our article, ‘How to Manage a Call Center Efficiently ,’ offers insights from top leaders. Covering efficient people management, innovative approaches, and organizational readiness, it’s a must-read for optimizing your call center.

Call Flow 105

Call Flow Customer Experience Contact Center Call Center 105

NobelBiz

NOVEMBER 6, 2023

The estimated value of the global contact center software market by 2027 is $110 billion , according to Replicant. Many CCaaS (Contact Center as a Service) providers in the market operate within multi-tenant cloud environments, which often offer limited access to the data necessary for advanced automation.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. With the right tech, your center can waltz through challenges and deliver stellar service.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

JULY 25, 2023

Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

AUGUST 13, 2024

Unlike the old PBX systems, a VoIP solution requires minimal on-site hardware and provides an excellent, lean, and cost-effective way of handling voice calls, provided the contact center has an internet connection. Call Recording Call recording is indispensable in call centers for training, quality assurance, and compliance purposes.

Call Center 52

Call Center Contact Center Customer Service Self Service 52