Calabrio

MARCH 4, 2025

Together, these conversation intelligence functions combine to support customer service and sales teams, such as those in a contact center, with actionable insights on patterns of behavior, opportunities for improvement, and areas of risk. They can also write back into these systems to further enrich the data.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Talkdesk

MARCH 9, 2017

When it comes to making a decision about which contact center software to use for your team, the choice often comes down to two different solutions. Recently, G2 Crowd reviewed the contact center software industry, collecting reviews from individual users and synthesizing the results into overall ratings.

Contact Center Software 40

Contact Center Software Contact Center Software Effort Score 40

NICE inContact

AUGUST 11, 2016

For their sales teams, Mitchell is able to make more outbound calls with the click-to-dial feature. Move your business forward with inContact’s cloud contact center software. They have created personalized routing based on CRM data, resulting in a 10% increase in their Customer Satisfaction Score.

Customer Satisfaction 128

Customer Satisfaction Contact Center Software CRM Contact Center 128

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

NICE inContact

AUGUST 9, 2018

For example, CSAT may highlight a critical product deficiency that requires a response from R&D, product management, customer service, and sales to ensure that: Customers are not sold something that is broken or impossible. Are you tracking these 3 customer service metrics in your contact center?

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

NICE inContact

AUGUST 9, 2018

For example, CSAT may highlight a critical product deficiency that requires a response from R&D, product management, customer service, and sales to ensure that: Customers are not sold something that is broken or impossible. Are you tracking these 3 customer service metrics in your contact center?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

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. Let’s dive a little deeper into the specifics of each type.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

Talkdesk

NOVEMBER 1, 2017

Talkdesk today announced Talkdesk for Sales, a brand new offering aimed at increasing the impact of inside sales teams. Talkdesk for Sales fixes that problem in three ways. First, it utilizes tools like power dialing and voicemail drop to allow inside sales reps to have more conversations than ever before.

Omni-Channel 4

Omni-Channel Sales Contact Center Software Contact Center 4

NICE inContact

AUGUST 9, 2018

For example, CSAT may highlight a critical product deficiency that requires a response from R&D, product management, customer service, and sales to ensure that: Customers are not sold something that is broken or impossible. Are you tracking these 3 customer service metrics in your contact center? Bain and Company, Inc.,

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Talkdesk

MAY 12, 2020

Save valuable time, money and effort by investing in agile tools that prepare contact center agents to meet the increasing expectations of your customers. Say “Hi” to the team Kick off training with a video introduction from the call center managing director, department heads and agent supervisors.

Contact Center 119

Contact Center Training Tips Call Center 119

NICE inContact

JUNE 30, 2016

With this in mind, it’s easy to see the value of modern contact center software all-in-one packages. Speech Analytics can also drive revenue through optimized marketing, sales conversions, identifying additional customer needs, and reducing customer churn.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

InMoment XI

JANUARY 4, 2024

In-Store Events and Promotions Organize in-store events, promotions, or exclusive sales to create a sense of excitement and urgency. Whether it’s our AI capabilities, customer reporting, or contact center software, we have just the solution for you. Schedule a demo to see for yourself today! References Trustmary.

Retail 195

Retail Customer Experience Effort Score Social Media 195

NobelBiz

NOVEMBER 13, 2023

What NobelBiz can bring to the table: A unified platform for all communication channels Highly redundant voice carrier network with 99.99% uptime Advanced productivity tools designed for call centers Cost-effective telecom solution with global coverage Customer Lifetime Value (CLV) Enhancement CLV stands for Customer Lifetime Value.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NobelBiz

JULY 25, 2023

According to CMSWIRE – “ Call center analytics can help companies make the changes needed to be successful, respond to customers’ needs, improve customer satisfaction, and grow sales”. Let’s delve into the intricate workings of these components in the context of a call center.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Talkdesk

DECEMBER 5, 2017

Inside sales is equal parts art and science, with two seemingly competing goals: building personal connections with prospects and increasing the frequency of sales conversations. Talkdesk has put together an evaluation form to help your team determine whether you’re getting the most out of your inside sales technology.

Sales 40

Sales Technology Contact Center Contact Center Software 40

NobelBiz

OCTOBER 2, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Key Features of an Integrated Ticketing System When considering the implementation of an integrated ticketing system, contact center managers should prioritize scalability to accommodate growing operations.

System 105

System Contact Center Contact Center Software Social Media 105

NobelBiz

FEBRUARY 27, 2024

Predictive dialers are particularly beneficial for sales and marketing campaigns, enabling agents to reach more potential customers in less time. In a B2C scenario with relatively short talk times, agents can go from an average of four contacts per hour (manual dialing) to 16 or more contacts per hour using a predictive dialer.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

AUGUST 6, 2024

It enables businesses to reach a large audience efficiently, gather valuable customer data, and follow up with tailored offers, ultimately driving higher conversion rates and sales.” – Christian Montes Executive Vice President Client Operations What Is Outbound IVR Used For?

Contact Center 98

Contact Center System Contact Center Software Call Center 98

Upstream Works

DECEMBER 11, 2018

Contact center software integration also needs to be taken into account, where data needs to feed into integrated systems, particularly in the case of contact centers where agents can be using 30 or more applications and databases to service customers.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

CSM Magazine

FEBRUARY 12, 2024

Understanding Outbound Voice Communication At its core, outbound voice communication involves proactive contact with customers or prospects through calls initiated by the business. This method is not just about sales; it’s an opportunity to provide value, gather feedback, and build lasting relationships.

Communication 52

Communication Contact Center Software Strategy Contact Center 52

NobelBiz

MAY 25, 2023

Goldmine, which launched in 1990, was the first kind of software to combine contact information, calendaring, sales data, and marketing automation into one platform. This can lead to increased customer satisfaction and loyalty, as well as improved sales and revenue. Since then, the CDP market has grown rapidly.

Call Center 98

Call Center Software Data Contact Center 98

NobelBiz

MAY 28, 2024

In a blended call center, the focus is on ensuring that agents are always engaged, whether they are addressing incoming customer inquiries or making outbound calls for sales or follow-ups. Low Sales Productivity In some cases, call blending might result in lower sales productivity. What Is a Blended Dialer?

Call Center 52

Call Center Contact Center Software Contact Center Abandon Rate 52

NobelBiz

JUNE 13, 2023

Embracing Ethical Telemarketing Practices Ethical telemarketing practices include respecting the National Do Not Call Registry, providing accurate caller ID information, and refraining from deceptive sales tactics. Pro tip: ensure that the software correctly displays your caller ID and doesn’t spoof numbers.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

Playvox

NOVEMBER 4, 2021

Your contact center software and telephony system are key components that dictate how you interact with your customers. If your competitors offer a broader range of channels for support and sales, then you need to update your contact center software to level the playing field or, even better, get ahead of the competition.

Contact Center 52

Contact Center Technology Contact Center Software Call Center 52

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. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

Playvox

JUNE 28, 2022

Letting people connect with you their way will drive more sales. Omnichannel contact center software has evolved to include unified routing and interaction histories that are available from one channel to another, making the relevant customer history available to agents at all times. ENJOYING THIS ARTICLE?

Contact Center 84

Contact Center Omni-Channel Tools Contact Center Software 84

NobelBiz

JULY 2, 2024

A telemarketing call center is a specialized contact center where trained agents make and receive calls to promote products or services, conduct market research, or provide customer support. These call centers are crucial for businesses aiming to boost sales, enhance customer engagement, and gather valuable feedback.

Call Center 52

Call Center Contact Center Contact Center Software Customer Satisfaction 52

NobelBiz

OCTOBER 24, 2023

This valuable insight allows them to tailor their marketing, sales, and service strategies to better meet customer demands. Customer Journey Maps are the compass for contact centers, guiding them to meaningful touchpoints, personalized channels, and countless opportunities to enhance customer experiences and drive operational excellence.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Education Services Group

JULY 22, 2021

Added two net new clients through outside sales & marketing efforts. Total Q2 earnings increased substantially year-over-year by driving incremental profitability on a larger sales base. Q2 2021 client expansions: Global contact center software leader. Public data storage hardware and software company.

Customer Success 52

Customer Success Wireless Contact Center Software Consulting 52

UJET

JUNE 25, 2021

Contact Center software that supports agents in connecting with their customers is essential. Because while robots and learning algorithms excel at straightforward, repetitive tasks, they are not yet able to fully tap into the power of human empathy communication required for more complex issues.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

Kustomer

JUNE 27, 2022

Five9 : Provides cloud contact center software, allowing you to manage all inbound and outbound calls, facilitating the ability to create a personalized customer profile. Five9 builds expert software that is readily able to adapt as the needs of your company change.

Software 92

Software Tools Customer Service Self Service 92

NobelBiz

JANUARY 16, 2024

A call center campaign essentially involves a team of agents working together to accomplish business goals. These goals can include providing support generating sales or gathering market insights. In a call center campaign, agents can engage in various activities depending on the objectives set by the business.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

NobelBiz

AUGUST 14, 2023

It’s like giving the contact rate a booster shot, all thanks to smarter call routing. Operational Impact: This heightened success rate means more opportunities for agents to address customer queries, resolve issues, and drive sales, ultimately boosting the bottom line. Brad Butler, Contact Center Software Consultant @NobelBiz 1.

Contact Center Software 52

Contact Center Software Call Center Contact Center Consulting 52

Talkdesk

FEBRUARY 4, 2020

Regardless of industry or sales model (B2B, B2C), business has been forever changed by the customer’s insistence on technology excellence. As most industries have embraced cloud-based offerings for their call centers, vendors have responded with (sometimes empty) promises of close to 100 percent uptime.

Self Service 52

Self Service Contact Center Software Call Center B2C 52

NobelBiz

JULY 19, 2022

However, when it comes to customer service or sales departments that are using advanced contact center software to receive or make calls all day, you can’t afford to make mistakes or you’ll lose a prospect or a client. What is Call Whispering for Contact Centers?

Contact Center 52

Contact Center Contact Center Software Call Center Telecommunications 52

NobelBiz

NOVEMBER 27, 2023

Enhanced Call Categorization: Modern call logging software allows businesses to categorize calls based on specific criteria, such as sales inquiries, customer complaints, or general inquiries. With enhanced monitoring, businesses can optimize call handling, improve customer service, and enhance overall call center performance.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

Playvox

APRIL 21, 2023

Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team. For example, you could add chat to your channel offering and then train your team on the differences in handling chats compared to email and voice.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95