ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. An omnichannel contact center works like a call center, except the customer can also communicate with customer service representatives through various means. ViiBE Blog. Retail , SMB. Charles Street. Co-browsing.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NICE inContact

JULY 17, 2019

Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go. Relying on mobile call center agents presents unique obstacles and call for unique solutions.

Contact Center 136

Contact Center Contact Center Software Call Center Culture 136

Calabrio

MARCH 4, 2025

Performance metrics: Contact centers can track and measure key performance indicators (KPIs) related to conversations, such as call duration, response time, or customer satisfaction scores. They can also write back into these systems to further enrich the data.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

NICE inContact

NOVEMBER 9, 2018

Workforce management (WFM) software can help. WFM software is no longer for big contact centers. Look for a solution that is tightly integrated into your contact center software. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

NobelBiz

JUNE 13, 2023

By understanding the processes and systems at play, businesses can navigate the intricate landscape of call labeling and develop strategies to mitigate its negative impacts on their operations and public image. Of course, these are preemptive measures.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

NICE inContact

OCTOBER 25, 2019

It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. With CXone, Bridgevine’s contact centers are now unified and have immediate and complete reporting.

Contact Center 121

Contact Center Net Promoter Score Contact Center Software Customer Satisfaction 121

NICE inContact

NOVEMBER 6, 2018

In particular when you are in the market for a new solution, but really at any time you invest into your contact center – make sure you are choosing the right solution. In order to be able to make any educated decisions, remember the old saying: you cannot manage what you cannot measure.

Contact Center 122

Contact Center Tips Management Contact Center Software 122

NICE inContact

AUGUST 9, 2018

While CSAT is a transactional measure and NPS is a relationship metric, CES can be either. Net Promote Score® or NPS (a metric co-created by Satmetrix which is now part of the NICE family) is a customer loyalty measure that predicts your ability to retain existing customers and acquire new ones. What is Net Promoter Score (NPS)?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

ijgolding

MARCH 22, 2017

All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand – thereby increasing the customer base. Many of them have outsourced contact center operations and some have maintained in-house customer support.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. This measurement examines how busy your agents are. What is the occupancy rate?

Contact Center 74

Contact Center Measurement Call Center Abandon Rate 74

NobelBiz

FEBRUARY 27, 2024

First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call. Customer Satisfaction (CSAT) : CSAT scores measure how satisfied customers are with the service they received. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NICE inContact

JULY 10, 2018

For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities. Measure performance. Setting appropriate goals is a great way of identifying opportunities for improvement.

Contact Center 24

Contact Center Technology Contact Center Software First Call Resolution 24

NobelBiz

NOVEMBER 6, 2023

The estimated value of the global contact center software market by 2027 is $110 billion , according to Replicant. A Contact Center’s Toolkit of Automation Tools From Interactive Voice Response (IVR) to Chatbots, these innovations drive efficiency, enhance customer interactions, and boost agent performance.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

NobelBiz

JANUARY 10, 2022

The calculating formula is as follows: number of unsubscribed assets contacted / total number of contacted assets. Measuring the pressure level is thus an important CRM KPI. To be meaningful, measurement must be performed on an asset-by-asset basis (and over a given period).

Contact Center 52

Contact Center CRM Measurement Contact Center Software 52

NobelBiz

MAY 9, 2023

However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies. One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

Upstream Works

DECEMBER 11, 2018

The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better. But adding on channels in an ad hoc manner created a big challenge – namely how to manage multiple bolted-on systems and still provide a consistent and measurable experience?

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

NobelBiz

FEBRUARY 14, 2023

Measuring the efficiency of a CRM strategy in contact centers is essential because it allows us to determine whether the strategy is achieving its goals and to identify areas for improvement. Customer Satisfaction Scores (CSAT) : Customer satisfaction scores are another metric used to measure the efficiency of a contact center.

Contact Center 52

Contact Center CRM Measurement Strategy 52

NobelBiz

AUGUST 22, 2023

Unlike traditional phone systems, VOIP operates by converting your voice into packets of data, transmitting them over the web, and reassembling them at the destination. Upholding superior voice quality using the MOS call standard, this network stands as a technical cornerstone, adeptly catering to contemporary contact center telephony needs.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

Comm100

NOVEMBER 5, 2020

But even in a world of instant satisfaction, it’s important to take a moment and make sure that your live chat software provider has taken the necessary measurements to keep your customers’ sensitive information safe. Ensure Hackers Can’t Get into Your System Through Your Live Chat Software.

Software 100

Software Healthcare eBook Banking 100

NobelBiz

MAY 25, 2023

What are Customer Data Platforms A Customer Data Platform or CDP is software that aggregates and organizes customer data across various touchpoints and channels into a single, unified database. When evaluating CCaaS vendors for customer data platform solutions, prioritize flexibility and scalability. Watch the free on-demand recording here.

Call Center 98

Call Center Software Data Contact Center 98

NobelBiz

MAY 22, 2023

Hence, upgrading your business phone system is not just an option; it’s an essential step toward operational efficiency. Your phone system is more than just a communication tool. Superior quality: With high-definition audio and video capabilities, modern systems provide excellent call quality.

System 52

System Contact Center Call Center Communication 52

Kustomer

JUNE 27, 2022

Feel free to explore at your own pace, starting with our table of contents: What Are the Benefits of Customer Service Software? Types of Customer Support Software What Are the Key Technology Components of Customer Service? With these advancements arrived the need to merge and unify said systems.

Software 92

Software Tools Customer Service Self Service 92

NobelBiz

MARCH 22, 2021

More than just a system for controlling inbound and outbound calls, telephony software has evolved into a powerful tool for increasing productivity and enhancing customer satisfaction within contact centers. IVR Customers in an IVR system can choose options by pressing numbers.

CRM 52

CRM Customer Service Contact Center Software Contact Center 52

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How do you plan to measure the customer service process?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

CSM Magazine

FEBRUARY 12, 2024

Defining specific objectives will not only guide your strategy but also help you measure the success of your campaign. Measuring Success: Defining clear objectives also enables businesses to measure the success of their outbound calling campaigns.

Communication 52

Communication Contact Center Software Strategy Contact Center 52

NobelBiz

FEBRUARY 21, 2023

Using an encrypted system at the contact center is one more way to stay in line with the law. Your team’s developers can use AI to analyze this information for suspicious patterns and implement a system to block fraudulent calls before they come in.

Contact Center 52

Contact Center Data Management Contact Center Software 52

NobelBiz

FEBRUARY 15, 2023

Using an encrypted system at the contact center is one more way to stay in line with the law. Your team’s developers can use AI to analyze this information for suspicious patterns and implement a system to block fraudulent calls before they come in. It is recommended to create a unique user account for each operator.

Contact Center 52

Contact Center Data Contact Center Software Management 52

Upstream Works

SEPTEMBER 5, 2019

and all the communications are managed, tracked, and measurable through the contact center right along with phone, email, and chat. Another way is by tying together disparate systems, databases, and platforms through contact center software integration so that they work together as one cohesive tool.

Contact Center 60

Contact Center Self Service Trends Technology 60

NobelBiz

AUGUST 14, 2023

The Mechanics and Merits of Answering Machine Detection Termed Answering Machine Detection (AMD), voicemail detection is an advanced technology crafted to differentiate between actual human responses and automated answering systems in real time. Instead, they’re plugged into real, live chats with customers more often.

Contact Center Software 52

Contact Center Software Call Center Contact Center Consulting 52

NobelBiz

NOVEMBER 27, 2023

Understanding Call Logs Call logging is a critical component of modern business phone systems, especially those that operate on Voice-Over-Internet-Protocol (VoIP) technology. Call Duration: Accurate measurement of call lengths helps businesses analyze average call durations and identify any outliers.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

Talkdesk

FEBRUARY 4, 2020

Do they have multiple carriers to ensure redundancy and avoid service interruptions if one system goes down? Do they have the backup measures in place for when it does? The company used different contact center software in four different locations. Check to ensure what reliability measures are in place.

Self Service 52

Self Service Contact Center Software Call Center B2C 52

NobelBiz

JULY 18, 2023

Unraveling the Essence of Skills-Based Routing According to Wikipedia, Skills-based routing (SBR) is a call-assignment strategy used in call centers to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. That’s essentially what skills-based routing is all about.

Management 52

Management Call Center Contact Center Software Contact Center 52

NobelBiz

JANUARY 16, 2024

” Call center metrics allow businesses to measure their call center’s performance and identify areas that need improvement. Brayan Carpio Senior Call Center Manager, Call4You Marketing “The technology aspect of NobelBiz stood out compared to the competition, and also the great team!

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

NobelBiz

SEPTEMBER 19, 2023

In a call center, they’re the stumbling blocks to trust and efficiency. Brad Butler, Contact Center Software Consultant @NobelBiz Common Causes of Dropped Calls in Call Centers In a call center environment, every interaction with a customer is an opportunity either to build a lasting relationship or, unfortunately, to alienate someone.

Contact Center 59

Contact Center Call Center Abandon Rate Contact Center Software 59

NobelBiz

APRIL 3, 2023

Rigorous quality management systems in call centers help ensure customers have the best possible experience, which not only strengthens your brand’s reputation but also leads to long-term customer loyalty. Mike McGuire (Senior Contact Center Software Consultant @ NobelBiz) Key Takeaways: What Is Call Center Management?

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

NobelBiz

OCTOBER 17, 2023

Example from a Call Center Perspective An agent working remotely faces frequent connection drops due to an unstable home internet connection. Additionally, without adequate security measures, they inadvertently expose sensitive customer data. Example from a Call Center Perspective A call center receives thousands of calls daily.

Call Center 59

Call Center Management Contact Center Contact Center Software 59