ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. What is an omnichannel contact center? An omnichannel contact center works like a call center, except the customer can also communicate with customer service representatives through various means.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Upstream Works

DECEMBER 11, 2018

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service. Not surprisingly, along with an increase in chat is an increase in self-service overall.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Upstream Works

MARCH 21, 2019

Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

NICE inContact

JUNE 30, 2016

While this type of software does provide some out-of-the-box reporting, the real benefit comes from people with intimate knowledge of your operations who are able to discern specific actionable insights not always found in the standard reporting.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. We extended collaboration with Avaya A.I.

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

Talkdesk

AUGUST 30, 2017

While most of the world evolved to adjust to the internet’s speed of information, contact centers have managed to stay mostly unchanged. Considering that customers have changed and companies have changed, it doesn’t make sense that the contact center software hasn’t changed to bring the two closer together.

Contact Center Software 40

Contact Center Software Contact Center Software Self Service 40

Playvox

APRIL 21, 2023

An omnichannel customer support center connects customers’ interactions no matter where they take place. Zendesk reports that only one-third of contact centers are omnichannel, so there’s a real competitive advantage to offering your customers a more fluid experience.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

NobelBiz

APRIL 2, 2024

With a focus on efficiency, scalability, and innovation, Enterprise Contact Center Solutions empower businesses to deliver seamless and personalized experiences to their customers. Focus on essential functionalities such as call routing, basic IVR systems, and basic reporting capabilities.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

NobelBiz

FEBRUARY 27, 2024

By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​. IVR systems are integral in streamlining operations and improving customer satisfaction through efficient self-service options​​. RELATED ARTICLE What is IVR?

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Kustomer

JUNE 27, 2022

What Is Customer Service Software? Customer service software encompasses a range of tools that gather, organize, manage, analyze, respond to, resolve, and report on, as well as unify all aspects of a brand’s customer support. Types of Customer Support Software.

Software 92

Software Tools Customer Service Self Service 92

NobelBiz

NOVEMBER 13, 2023

At the heart of contact centers, Customer Lifetime Value emerges as the bedrock—a critical KPI that captures the lasting echoes of exceptional service, unwavering loyalty, and meaningful connections. Brad Butler, Contact Center Software Consultant @NobelBiz How do you calculate the CLV?

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Upstream Works

SEPTEMBER 5, 2019

A true omnichannel contact center is much harder to come by and means that not only are the range of channels more extensive than the basic phone, email, and chat – but that they operate cohesively, with persistent awareness of one another, and are consistently managed and reported on not as siloed entities but rather as parts of one whole solution.

Contact Center 60

Contact Center Self Service Trends Technology 60

Playvox

MARCH 19, 2024

AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. Powerful, right?

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Contact Center 52

Contact Center Report Analytics Self Service 52

NobelBiz

SEPTEMBER 15, 2021

Data keeps beaming in in confirmation of a fact: the digital contact center is here. Email, chat, social media, self-service: everything is going up. A new report from J.D. The current report begins by clearly stating that the age of brick-and-mortar call centers is finally over. And now it’s here.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

NobelBiz

AUGUST 22, 2023

And no wonder, according to fitsmallbusiness.com , 67% of mobile workers report an increase in productivity and ability to resolve problems faster. Implementing a VoIP solution, such as the NobelBiz Voice Carrier Network, offers significant cost savings for contact centers.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

NobelBiz

FEBRUARY 13, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.

Call Center 59

Call Center Self Service Software Contact Center 59

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

NobelBiz

MAY 25, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz The Importance of Customer Data in Call Centers Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile.

Call Center 98

Call Center Software Data Contact Center 98

NobelBiz

JULY 25, 2023

Reporting: The Blueprint of Action The culmination of the analytics process, reporting, provides a distilled view of insights: Dashboards: Visual interfaces show real-time data like call volumes, average handling time, first call resolution rate, and customer sentiment.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

MARCH 26, 2024

– Global CX Insights Report from Oracle Top 5 Examples of CXA CXA is built on several foundational elements, including AI-powered chatbots, Interactive Voice Response (IVR) systems, machine learning algorithms, and data analytics tools. 77% of marketing leaders agree that they use automation to improve customer experience.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

NobelBiz

APRIL 23, 2024

Reporting to Credit Bureaus : If the debtor fails to respond or pay, the agency may report the delinquency to credit bureaus, which can negatively affect the debtor’s credit score and impact their ability to obtain future credit.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

NobelBiz

JULY 18, 2023

One way to achieve that is implementing self-service options. As self-service customer experience enhances customer satisfaction and increases efficiency, it is becoming increasingly critical for contact centers’ success. Thus, becoming a successful contact center.

Self Service 52

Self Service Contact Center Management Wait Times 52

NobelBiz

FEBRUARY 27, 2023

One way to achieve that is implementing self-service options. As self-service customer experience enhances customer satisfaction and increases efficiency, it is becoming increasingly critical for contact centers’ success. Thus, becoming a successful contact center.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

VDS

SEPTEMBER 17, 2020

In the agent space, no one is more impacted by dated contact center software than the call center agents. Intelligent Virtual Agents have matured significantly and are able to handle the increased demand for self-service. Agents need accurate, accessible information from reliable and efficient systems.

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Virtual Agent Customer Service Self Service Contact Center 52

ViiBE Blog

JULY 30, 2021

To make inbound contact operations smooth and of utmost quality on both the customer’s and the agent’s sides, various innovative technologies can be used. How to enhance the contact center experience. What is an employee self-service portal? Trust the cloud. Natalia Barszcz. 26 August 2021.

Contact Center 52

Contact Center Self Service Call Center Transportation 52

Press 1 For Nick

SEPTEMBER 13, 2020

In the IT space, employees are not as efficient with legacy tools; they have to be trained on old systems, and they likely will be frustrated with stand-alone applications and mismatched reports, which may lead to decreased job satisfaction and a higher rate of employees leaving for companies with modern systems.

Omni-Channel 52

Omni-Channel Self Service Abandon Rate Average Handle Time 52

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. Self-Service Platform : Simplifies number management and routing control. Related Article What is IVR?

Call Center 52

Call Center Contact Center Customer Service Self Service 52

NobelBiz

APRIL 27, 2021

Attitudinal loyalty is a favorable outlook that a customer creates toward a brand based on factors such as consistency, price, customer support, customer care, and the impression portrayed by the contact center. What tools and options should the contact center Software include?

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

CSM Magazine

JUNE 12, 2023

The State of Omnichannel Authentication Survey , conducted by TransUnion, found that over half of the respondents reported an increase in the frequency of callers attempting to commit fraud. Encourage employees to report suspicious activities or potential threats promptly. Conduct regular employee cybersecurity training sessions.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

Talkdesk

MARCH 14, 2018

These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness. At Talkdesk, we believe in building technology that empowers contact center agents and admins to focus on assisting customers rather than struggling with administrative red tape.

Contact Center 40

Contact Center Self Service Contact Center Software Call Center 40

VDS

MARCH 22, 2019

In the IT space, employees are not as efficient with legacy tools; they have to be trained on old systems, and they likely will be frustrated with stand-alone applications and mismatched reports, which may lead to decreased job satisfaction and a higher rate of employees leaving for companies with modern systems.

Omni-Channel 40

Omni-Channel Self Service Abandon Rate Average Handle Time 40

NobelBiz

OCTOBER 17, 2023

Power Your Contact Center with Work-From-Home Excellence Work-from-home (WFH) in contact centers enhances employee productivity, offers business flexibility, and maintains continuity during disruptions. No matter what regulation your contact center needs to comply with, OMNI+ powered by Safe Select has you covered.

Call Center 59

Call Center Management Contact Center Contact Center Software 59

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

NobelBiz

APRIL 25, 2023

. – Steve Bederman, President of NobelBiz And that allows for a much more integrated broad workforce, allowing contact centers to take on more business worldwide. According to a study by BotsCrew , implementing chatbots can save businesses up to 30% on customer service costs by deflecting calls to self-service options.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NobelBiz

NOVEMBER 16, 2021

Simple tools, such as happy/disgruntled emojis or a star rating system to click on in the end-of-call reports that agents fill out, can give some preliminary insights about their emotions. The post The Power of Emotional Intelligence for Contact Centers Leadership appeared first on NobelBiz.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

NobelBiz

MARCH 29, 2022

Call Center Data management Even though big data is at the center of every brand’s digital transformation, you still need to know how to acquire and analyze it efficiently. Contact Center data management is a lever for optimizing consumer interaction. Every interaction is recorded to provide analysis and reporting tools.

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52