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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...
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...
Employees are at the forefront of your company and employee engagement is a key factor in strategy development. When employees are recognized and rewarded for their performance and actions,...
We serve the community by opening the doors to innovation and technology, we offer high-tech employment opportunities for the people in and around Wyoming, and we support youths and...
First call resolution and contact center rates are crucial for contact center performance. Training your call center agents entails nurturing and improving skills like active listening and active speaking....
Taking a look at the roots of the rise in illegal robocalls and analyzing all possible solutions.
By integrating with Balto, NobelBiz OMNI+ users can make use of the real-time AI guidance for contact centers to optimize the client-agent interactions, boost conversion and overall KPIs.
At the end of November, the debt collection industry as a whole is in for some major compliance changes. We are talking, of course, about the famous Reg. F,...
Last month, the FCC identified a new front in the ongoing war against unwanted robocalls. This time, the commission set its eyes on the rise of robotexts, and we...
The CS Week event is a good occasion to take the pulse of the industry. The 2020 pandemic showed us the weak links in our technological workflow and forced...
More numbers are here: a recent report showcases just how much the pandemic changed the remote contact center - all digital channels have jumped in 50% of call centers....
