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Call handling is the structured and strategic process of managing inbound calls for efficiency and effectiveness in customer satisfaction. It includes responding to calls right away, understanding what the...
The customer engagement strategy is a set of plans that are targeted toward the building of deep, enduring relationships with customers, where positive experiences are created consistently at each...
Each and every effective strategy for outbound sales is built upon one thing: the ability to make effective dials. Obviously, the more prospects you reach, the better chance you...
Generative AI is a quantum leap forward, harnessing the power of advanced NLP and large language models. They understand context, process natural language, and can respond indistinguishably from a...
A strong and reliable communication platform is key to keeping any business running smoothly and effectively. Among the leading VoIP solution providers for quite some time now is Nextiva,...
SMS (Short Message Service) has become a pivotal channel in the contact center industry. This article, inspired by insights from Holly Depies, contact center software consultant and SMS expert...
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 Today's enterprises cannot afford to be left behind with outdated technology, particularly when it...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...