NobelBiz

NOVEMBER 20, 2023

NobelBiz OMNI+ is a comprehensive omnichannel contact center solution designed to enhance customer interactions across diverse channels, including voice, email, chat, and social media. If you want to learn more about training and benchmarking in contact centers, join Christian in this podcast episode featuring Bruce Belfiore.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

NobelBiz

DECEMBER 3, 2024

Service Level Targets Service levels are benchmarks that determine the quality of customer interactions. This involves analyzing historical data, considering seasonal fluctuations, and factoring in external influences such as industry trends or economic conditions. Understanding peak hours and slow periods ensures efficient shift scheduling.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Calabrio

MARCH 22, 2025

Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement. This practice illuminates opportunities for improvement and helps you adopt proven best practices.

Best practices 52

Best practices Contact Center Management Call Center 52

Upstream Works

SEPTEMBER 30, 2021

Here are some implications for contact center leaders to consider in making the right buying decisions. Learn more about Upstream Works omnichannel contact center solutions here. Think Beyond the Contact Center. The current state of customer experience is more challenging.

Contact Center 78

Contact Center contact center solutions Benchmark Call Center 78

Playvox

JULY 14, 2023

Ways to Measure Contact Center Agent Productivity Measuring productivity in the call center can be complex. If you have the right contact center solutions that provide real-time and historical data for the most important call center productivity metrics, it’s a lot easier.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

SEPTEMBER 6, 2018

Today, big brands have started pushing the envelope with increasingly sophisticated ways of supporting customers, thereby raising the benchmark for new businesses from the get-go to develop best practices for customer interaction and support. So, it is important to strike a good balance and find the sweet spot when using resources.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

NICE inContact

AUGUST 21, 2019

What is surprising is the number of companies that I work with that are only routing voice interactions via their contact center solution. An advanced cloud contact center solution, like CXone , allows a company to specify the rules for handling channels differently. Or voice plus web chat.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

Noble Systems

JUNE 2, 2020

ed Solution – Do you want a single-source solution that has all of the features and functions you need built in or do you want to combine “best of breed” modules from a number of suppliers? Deployment Model –There are three common deployment models for call center management software solutions: On-Premise , Cloud-Based , and Hybrid.

Call Center 80

Call Center Management Contact Center First call resolution 80

NobelBiz

DECEMBER 19, 2023

Metrics and KPIs in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour. These data can be organized and analyzed to help better understand what’s happening in the call center . The industry benchmark for supervisor escalation is 10% or less .

Call Center 105

Call Center Management Contact Center Wait times 105

Playvox

JUNE 6, 2023

Demonstrate Strategic Benefits of Delivering Outstanding CX On the one hand, approvals for contact center solutions may be under more scrutiny and require a water-tight business case and rapid ROI. Are there case studies , industry benchmarks, and other information to help fortify your business case?

Contact Center 66

Contact Center Finance contact center solutions Contact center software 66

Call Experts

JANUARY 8, 2020

AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Customer Support and Call Center Conferences 2018. A Call Center for Medical Practices and Doctors. Customer Service benchmarks show the importance of a great procedure! Free your Phone!

Journey mapping 78

Journey mapping Interactive Voice Response Contact Center outsourcing 78

Enghouse Interactive

JULY 29, 2021

of business executives (2020 NTT/DiData Customer Experience Benchmarking Study), see the customer experience that their organizations provide as a key differentiator and the number one indicator of their overall strategic leadership. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 97

Scripts Contact Center Benchmark CRM 97

AWS Machine Learning

NOVEMBER 19, 2024

Join this session to hear from ASAPP, a leading contact center solutions provider, as they discuss the principles they used to add generative AI-powered innovations to their software with Amazon Bedrock. With these principles, organizations can develop impactful generative AI applications that drive responsible innovation.

APIs 88

APIs Enterprise Best practices Government 88

Zappix

APRIL 17, 2024

BURLINGTON, MASSACHUSETTS, UNITED STATES, April 17, 2024 / EINPresswire.com / — Zappix and GTS have launched their advanced Customer Engagement Solutions and Call Center Operational Enhancements for North American enterprises and government clients, marking a significant step forward in customer service and operational efficiency.

Government 52

Government Enterprise Call Center Interactive Voice Response 52

Enghouse Interactive

OCTOBER 21, 2020

That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) These interactions will become longer – so traditional productivity measurements and benchmarks will no longer be relevant and will have to be redefined.

Self service 79

Self service Contact Center Benchmark Chatbots 79

Playvox

SEPTEMBER 19, 2022

Companies may also use AutoQA to benchmark sentiment trends from interactions scored the traditional way. AutoQA enables customer service agents to gain insight into all digital interactions, including email, chat, and social, with a customer sentiment score. The answer is much more nuanced than yes or no.

Quality management 80

Quality management Management Contact Center Benchmark 80

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Contact Center and CX Research and Reports. Global Contact Centre Benchmarking Report, Dimension Data 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Serenova

OCTOBER 7, 2019

You can free agents from the maze of software applications with a contact center solution that integrates disparate systems—such as your customer relationship management (CRM) and workforce optimization (WFO)— into a single application.

Coaching 65

Coaching Contact Center Self service Benchmark 65

Spearline

APRIL 12, 2017

Last week at Enterprise Connect, Amazon released Connect, a contact centre as a service offering hosted in the Amazon Web Services cloud. The contact center is the front-line for a company’s most important asset – its customer relationships. But, traditional contact center solutions are complicated and expensive.

Benchmark 40

Benchmark contact center solutions Contact Center Enterprise 40

NobelBiz

MARCH 5, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Comm100

NOVEMBER 15, 2022

This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. This compares to a 78% benchmark for phone support.

contact center solutions 54

contact center solutions Chatbots Contact Center Wait times 54

NobelBiz

APRIL 18, 2023

Benchmarking Against Industry Standards Benchmarking against industry standards helps operations managers gauge their team’s performance relative to competitors. Why is benchmarking important? Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Hodusoft

SEPTEMBER 18, 2024

This blog post details the challenges faced by HMOs that use manual HMO call centers, the various expenses and costs associated with manual HMO contact centers, the benefits of omnichannel contact centers in HMOs, and how to handpick the right omnichannel HMO contact center solution.

Call Center 52

Call Center Contact center software Healthcare Contact Center 52

JustCall

MARCH 9, 2023

Given the fact that contact centers are where most of the customer activity happens, this department needs robust tools and solutions to handle the load. To help businesses manage call volumes in addition to keeping their efforts goal-aligned, they can choose from various types of contact center solutions.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

Playvox

APRIL 4, 2023

Examining these key performance indicators (KPIs) to look for clues that an agent is struggling emotionally: Average Handle Time: An agent who isn’t meeting your benchmarks for interaction handle times could be struggling with disinterest in their work.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

NobelBiz

NOVEMBER 26, 2021

According to research, one of the highest percentages of employees would stay with a firm if an investment in learning was made, and Bruce Belfiore, CEO and Senior Research Executive of Benchmark Portal, believes that call center training is crucial to success. You also make it easier for your teams to move to a remote environment.

Best practices 52

Best practices Management Contact Center Cloud contact 52

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

Serenova

JUNE 20, 2019

Solution: Help them focus on what they are learning along the way to identify and reach career advancement goals. By giving agents visibility into their performance, they can benchmark their efforts against other agents and themselves. Performance management tools can help here. Challenge: Agent attrition among disengaged Gen Z agents.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Noble Systems

NOVEMBER 17, 2020

A number of applications and programs can be integrated into your premise or cloud contact center solution through your CTI system. The system lets them handle all call controls (answer, hang up, transfer, hold, mute, conference, etc.) without needing a separate device.

Interactive Voice Response 57

Interactive Voice Response Technology Customer Experience call center software 57

NICE inContact

AUGUST 2, 2016

Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center.

Contact Center 48

Contact Center Contact center software Technical Support Benchmark 48

JustCall

APRIL 18, 2023

Since these teams directly impact revenue and brand reputation, you can assume how important it is to implement a powerful contact center solution. Ever since the pandemic, there has been an increased need for digital-first solutions and better customer experience. Recommended Read: What is Conversation Intelligence?

call center software 52

call center software Call Center call center solutions Enterprise 52

NobelBiz

OCTOBER 9, 2023

. – Christian Montes, Executive Vice President of Client Operations @NobelBiz Reliability Redefined: Nobelbiz OMNI+ Is Your Trusted Omnichannel Contact Center Solution Nobelbiz OMNI+ is more than just a tool; it’s a complete omnichannel contact center solution that’s been developed with reliability at its core.

Call Center 52

Call Center Management Contact Center Contact center software 52