InMoment XI

JANUARY 10, 2024

Engaging in strategic services allows businesses to tap into the expertise of professionals who specialize in optimizing contact center operations. These experts often have a deep understanding of industry trends, best practices, and emerging technologies. Schedule a demo to see what InMoment can do for you.

Contact Center 260

Contact Center Omni-Channel Customer Satisfaction Retail 260

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Curtail Operational Expenses : Cost-effectiveness is crucial.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

NobelBiz

JUNE 10, 2022

When it comes to technology changes, the Accounts Receivable Management is one of the most reluctant and slow adopter industries, and we can’t stop wondering why… Is it a matter of rules and regulations? Is it a matter of technology? The post Leverage Collection Technology appeared first on NobelBiz®. Or maybe all of them?

Technology 52

Technology Industry Management Contact Center Software 52

NICE inContact

OCTOBER 29, 2018

Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. What direction are your key KPIs trending?

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

NICE inContact

JUNE 30, 2016

For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. You Still Need Analysts.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

NobelBiz

DECEMBER 7, 2021

And new technology is also causing these shifts. Contact points are multiplying. This necessitates better-trained and more professional agents, as well as more advanced technology for your organization. We identified five major trends that are now in action in 2021 but will be exacerbated in the post-pandemic climate in 2022.

Contact Center 52

Contact Center Trends Training Technology 52

NobelBiz

DECEMBER 7, 2021

And new technology is also causing these shifts. Contact points are multiplying. This necessitates better-trained and more professional agents, as well as more advanced technology for your organization. We identified five major trends that are now in action in 2021 but will be exacerbated in the post-pandemic climate in 2022.

Contact Center 52

Contact Center Trends Training Technology 52

NICE inContact

SEPTEMBER 26, 2019

Keeping up with evolving technology – and combing through the hype that surrounds AI – can be a real challenge. It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations. Is AI to be used simply to lower cost and increase efficiency?

Meeting 137

Meeting Self Service Contact Center Chatbots 137

NobelBiz

MARCH 26, 2024

By leveraging cutting-edge technologies, CXA revolutionizes the way businesses interact with their customers, providing seamless experiences across various touch points. CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

NobelBiz

DECEMBER 5, 2023

The technology’s scalability ensures efficient handling of call volumes, while features like selective forwarding enhance customer service by directing calls to specialized agents, contributing to a more streamlined and responsive contact center operation.

Communication 104

Communication Contact Center Contact Center Software Customer Satisfaction 104

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. All enabled by NobelBiz leading contact center technology. The correct and comprehensive strategy would be the one that focuses on regulatory compliance, leveraging technology, and optimizing communication.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

NobelBiz

OCTOBER 31, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Omnichannel Customer Engagement with Nobelbiz Nobelbiz’s Omnichannel Customer Engagement solution is a game-changer for businesses aiming to provide seamless communication experiences. Tune in now and supercharge your call center training!

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

NobelBiz

FEBRUARY 22, 2022

Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. Discover 12 Reasons why an upgrade is a must for you Contact Center software and key to your future.

Contact Center 52

Contact Center Contact Center Software Software Tools 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. By categorizing calls based on their type, businesses can analyze call volumes and identify trends.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

Call Experts

OCTOBER 5, 2023

Gathering Valuable Insights Call centers generate a wealth of data and customer feedback. Analyzing this information can provide valuable insights into customer preferences, pain points, and emerging trends, helping businesses make strategic decisions. Remember to consider the following technological aspects.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

NICE inContact

OCTOBER 28, 2016

In fact, we are the only cloud contact center software provider to be recognized as a leader by the 5 leading analyst firms: Gartner, IDC, Ovum, Frost & Sullivan, and DMG. Below, we outline the top 5 customer experience trends and how we are addressing them as we move into 2017. Integrations are Key.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

NICE inContact

OCTOBER 25, 2019

Even as Bridgevine , a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. The Florida-based company knew it needed to a make change and decided to move to the modern, unified CXone cloud contact center CX platform.

Contact Center 121

Contact Center Net Promoter Score Contact Center Software Customer Satisfaction 121

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Discover the key factors shaping the contact center landscape, from the importance of community to defining success and exploring the latest trends.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NobelBiz

OCTOBER 12, 2021

Telephony is a communication technology that is constantly reinventing itself in businesses. If its use is not diminishing, it is mostly due to the technology's ability to develop in response to new usage habits and user demands.

Contact Center 52

Contact Center Communication Technology Connections 52

NobelBiz

JANUARY 23, 2024

Imagine the impact of a highly skilled support team, equipped with cutting-edge technology, innovative strategies, and a wealth of expertise. Key features of CSaaS include integrated technology solutions, skilled support teams, and data-driven insights, all aimed at optimizing customer interactions.

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

Call Experts

APRIL 8, 2024

Gathering Valuable Insights Call centers generate a wealth of data and customer feedback. Analyzing this information can provide valuable insights into customer preferences, pain points, and emerging trends, helping businesses make strategic decisions. Remember to consider the following technological aspects.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

NobelBiz

AUGUST 22, 2023

Voice over Internet Protocol, commonly known as VOIP, is a technology that enables voice communication and multimedia sessions over the Internet. This mix of technology and human care turns a contact center into a trustworthy place where good conversations happen. Understanding the Basics: What is VOIP?

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

BlueOcean

NOVEMBER 6, 2019

Though technology has grown progressively cheaper over the years, the number of technical elements needed to support each contact center agent has actually increased. And then there’s the technical infrastructure. Once upon a time, agents simply had a phone. Remember that “per agent hour” number for an outsourced partner?

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

NobelBiz

FEBRUARY 23, 2023

CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Efficiency Many firms are currently cash-strapped and cautious to invest in new technology. Contact Center as a Service or CCaaS is a communication platform that is comparable to UCaaS.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Efficiency Many firms are currently cash-strapped and cautious to invest in new technology. Contact Center as a Service or CCaaS is a communication platform that is comparable to UCaaS.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

JUNE 5, 2023

An outbound lead generation call center can deliver personalized experiences by treating every interaction as an opportunity to understand and meet the unique needs of each prospect. 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

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

APRIL 18, 2023

The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful. Also, call center operations managers are crucial in driving hyper efficiency within their organizations.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

FEBRUARY 14, 2023

In a contact center setting, it is essential to minimize dead air time as much as possible to ensure a smooth and seamless customer experience. This can be achieved through coaching agents and implementing technology solutions that can automatically fill dead air time with pre-recorded messages or music.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

NICE inContact

JUNE 25, 2019

Furthermore, digital communication technologies drastically have influenced customer expectations, and this is the core reason why a shift in brand behavior is warranted. Digital customer service software, especially chatbots, allows brands to be there for customers at all times. 1) Speed is everything. 2) Accessibility is a necessity.

Customer Expectations 136

Customer Expectations Customer Service Social Media Contact Center Software 136

Avaya

JUNE 24, 2019

This is where we see the benefits of an application ecosystem approach, which allows organizations to flexibly assess and adopt the technologies and changes needed for providing incredible customer and agent experiences. They want to be free of the technology refresh cycle to more quickly adapt and innovate.

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

Talkdesk

MAY 12, 2020

The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily.

Contact Center 119

Contact Center Training Tips Call Center 119

NICE inContact

JANUARY 26, 2016

Despite the increased level of priority placed on improving the customer experience (CX), this same report indicates that only 15% of all respondents are confident in their ability to quickly adapt their CX to emerging technology trends.

Customer Service 120

Customer Service Contact Center Self Service Contact Center Software 120

Playvox

JULY 14, 2023

Do your contact center agents often place customers on hold or need to engage other agents to help them service a customer? Having contact center software in place to automatically detect holds and dead air is a great way to minimize abandonment rates, maximize efficiency, and highlight areas for improvement.

Contact Center 74

Contact Center Measurement Call Center How To 74

NobelBiz

FEBRUARY 21, 2023

It is pivotal to contact centers as it provides deeper insights that will help identify trends and improvement areas that might be inconspicuous from the raw data. In tandem, reporting and analytics help managers make data-driven decisions that improve a contact center’s performance and reduce costs.

Contact Center 52

Contact Center Report Analytics Self Service 52

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. This includes training on using monitoring tools, understanding key metrics, and identifying patterns and trends in customer interactions.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52