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In the “Experience Economy” customers seek experiences over products and services. It’s not surprising that customer experience (CX) has become ...
What is an energy vampire? According to Judith Orloff, MD, University of California Los Angeles Psychiatric Clinical Faculty, it is ...
An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers incoming calls and ...
Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is ...
COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. The good ...
Telemarketing call centers can fulfill a variety of needs beyond simply selling, and they can provide both outbound telemarketing services ...
Collection contact centers continue to face a number of ongoing challenges including increasing global competition, changing channel preferences, and evolving ...
Today’s market offers a number of challenges to collection organizations, whether they are first-party collections departments or lenders, third-party agencies, ...
Once you have determined that you need a better contact center solution, and what kind of solution and the most ...
Peter Drucker (legendary management consultant) is credited with saying “culture eats strategy for breakfast.” This quote has been widely used ...
For many companies, the role of the contact center in keeping clients happy is increasing, and improving operational efficiency and ...
A call center software suite automates and standardizes the process of receiving and responding to customer contacts. It's more than ...
The coronavirus has resulted in a global crisis affecting millions of people. It is also having a dire effect on ...
Since its inception almost 20 years ago, Contact Center as a Service (CCaaS) was primarily tailored for Small-to-Medium Businesses (SMBs), ...
What Is IVR (Interactive Voice Response)? Some people new to the contact center industry might ask you to how to ...
Noble Systems has been providing outbound dialer software and solutions for more than 30 years. Our founder and CEO, Jim ...
Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during ...
As you’re aware, the Coronavirus and how it’s affecting our lives is an ever-changing situation. It is a challenging time ...
How do you train the ideal employee in a high-turnover environment? Training employees well and managing turnover is especially important ...
What is an Auto Dialer? Auto dialer software (or automatic dialer) is an outbound contact center solution that helps ...
It was yet another booming holiday season, with total sales projected to exceed $1 trillion USD for the first time ...
If you’re a contact center manager, you might justifiably worry about having to cut your staff. You like your staff ...
Artificial intelligence (AI) and speech analytics (SA) are reshaping how humans interact with computer systems. While these revolutionary technologies have ...
How well are your customers being served by your call center service and support center? Are your agents delivering the ...
In Part 1 of this two-part series on call center burnout we covered some of the warning signs of agent ...
Call centers are high-pressure, stressful environments. Agents are expected to deal with demanding customers, be knowledgeable about many products and ...
In this age of digital transformation which has seen a proliferation of self-service options, many people prefer to get answers ...
In a previous blog, we outlined the advantages of moving a customer experience platform to the cloud. If you've decided ...
The FCC is addressing a robocall-related agenda item entitled Declaratory Ruling and Third Further Notice of Proposed Rulemaking (FCC-CIRC1906-01) at ...
To the casual observer—or the not-so-casual business insider, for that matter—the words “humanize” and “digital” sound as though they play ...
In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the ...
Scalability is a serious problem for contact centers in just about every industry. There are only so many calls and ...
