Global Response

OCTOBER 15, 2024

While this may sound good , you may wonder , “ D oes my business actually need an omnichannel contact center?” According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

AWS Machine Learning

MARCH 31, 2023

Callers experienced an average handle time of 5 minutes or longer—an undesirable situation for both the callers and the DVR contact center professionals. He has been with the Transportation Cabinet since 2016 working in various IT roles.

Virtual Agent 99

Virtual Agent Self service Transportation Customer Experience 99

NobelBiz

APRIL 25, 2023

According to McKinsey , high-performing organizations are 3X more likely than others to report data and analytics initiatives contributed at least 20% to EBIT (from 2016–19). Investing in employee training is a long-term strategy for reducing call center operating expenses. This is where NobelBiz steps in.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Global Response

MARCH 18, 2022

While this may sound all well and good, you may be wondering, “does my business actually need an omnichannel contact center?” ” The fact is… According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019.

Contact Center 71

Contact Center Call Center Best practices contact center solutions 71