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Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. This...
Call centers face the daunting task of managing an immense volume of customer calls, particularly those requiring urgent attention. The cornerstone of effectively handling these situations is escalation management,...
Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential. In this article,...
Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center's performance? Buckle up, because we're about to embark on a journey...
In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. While both models promise similar...
The business environment is transforming at an accelerated pace, with digital technology at its heart. Today's enterprises cannot afford to be left behind with outdated technology, particularly when it...
NobelBiz has partnered with Awaken to bring a user-friendly and versatile scripting tool to its cloud contact center omnichannel ecosystem called OMNI+ Awaken Scripting.
ChatGPT, the advanced AI language model developed by OpenAI, has emerged as a promising tool for contact centers to improve customer interactions and streamline processes. This article delves into...
As you’ve probably heard by now, for the first time ever, a dialing platform (PhoneBurner) was recently singled out by an FCC Public Notice. Ouch! But that’s not all.
Success is a concept whose meaning varies from person to person. It is purely subjective and can mean a myriad of things, as what is considered successful for one...
The Importance of Reporting and Analytics in a Contact Center Reporting and analytics are crucial components that help gain an accurate and sincere state of a contact center’s development....
Efficiency is one of the most important KPIs in any business, and contact centers are no exception! Being efficient usually means being capable of producing desired results with little...
In today’s expeditious times, customers expect quick and efficient solutions to their problems. Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include...
Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins...
Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty and, ultimately, increase revenue....
To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. Thus, the need of a 360-degree customer viewpoint. A 360-degree customer view is...
Call abandonment is a phenomenon that call centers do everything they can to avoid. Customers frequently contact the service department when they are displeased with a brand’s product or...
The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed...
Check out how to improve your contact center management software by using 5 easy to implement strategies.
Business continuity strategies during COVID 19 take into account how rapidly industries are changing in terms of IT and WFH solutions. More expert insights and frank talk based on...