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Contact Center Performance

Agent – “Hi, I am Niomi from XYZ company. How may I help you today”? Customer – My washing machine broke, need to get it repaired. Agent – Sure, sir,

The contact center is evolving rapidly in terms of technology, agent and customer experience. NovelVox being a contact center solution provider, believes in staying updated with contact center expectations and

 “Good morning Mrs. Jenny, this is Emma calling from XYZ company. Can I have 5 minutes of your time……” Does this sound similar? Yes, the call center agent script it

Is your contact center business showing a drip? Are customer complaints increasing every day? Or the number of calls on hold is growing like never before? It can be an

In a contact center, average handling time (AHT) is one of the key aspects to measure its overall performance. It provides insights into the contact center agent’s performance, and, also,

Creating a memorable customer experience is the end goal of every contact center. To achieve this, contact centers need a seamless amalgamation of technology and an agent’s efficiency. So, it

What if you got the powers to travel into the future? What’d you do? Explore different realms of the world? Well, Marvel movie characters are doing enough of that! A

First Call Resolution (FCR) is said to be an indispensable factor for a contact center to measure and improve. It tells you how efficiently the agents handle the calls, how

A few years ago, a contact center was considered a “non-strategic” part of an organization’s business operations – important but not mission-critical to its long-term goals. Over the past few

Customer service is no more the way it was decades ago. From answering calls and issue redressal it has come off a long way. Today, it’s more about delivering customer

Cost is no more the deciding factor for contact center software selection Contact center industry is undergoing numerous advancements that are targeted to achieve ever-rising customer expectations for a personalized

Creating customer experience goes beyond using Contact Center Software When it comes to expectations from contact center industry, customer experience continues to be atop. Now the customer will not be

Planning to buy or upgrade your Contact Center Agent Desktop? While getting ready to install new contact center agent desktops, there are a number of questions and doubts that you

Customer engagement needs to be transformed with time to meet the ever-evolving CX. The old school tricks and technology exist no more. With depletion in the customer base, it can

From regular conversations to seasonal rush, chatbots deal it well Adapting to the changing environment is necessary for survival, and the same goes for the customer experience (CX) industry. Businesses

Personalize and enhance member experience with top Credit Union contact center technologies Delivering a great member experience is not a piece of cake. It is a challenge even for Credit

Contact center solutions are powerful enough to make or break the customer experience You can imitate the best products but not the customer experience. And the present era is all

Boost real-time engagement across channels Customer engagement needs to be transformed with time to meet the ever-evolving CX. The old school tricks and technology exist no more. With depletion in

Empowering your employees to create an exceptional member experience In the digital era, repeatedly identifying themselves to the Credit Union is highly frustrating for the members. This increases call handle

According to a study, 70% of customers do not favor repeating information to representatives each time. Whereas 60% of people consider long wait time is one of the most frustrating

The future of customer experience revolves around being digital-first and engaging over channels based on customer preference. However, will adopting channels like web chat, social media, instant messaging, text or

Is your agent required to copy/paste patient phone number in EPIC every time to pull records in order to offer assistance in appointments or billing? Or are you managing any

Arabized Unified Agent Desktop: Industry-specific unified agent desktop customized as per your unique business needs.

According to a survey by Segment, 49% of buyers have made impulse purchases on receiving a personalized experience or response. And the lookout for similar experience is soaring numbers when

Gone are the days when contact center wallboards used to be just an amalgamation of some numbers and plain English language only. It’s time to improvise and customize according to

A whopping 70% of customers report to have a positive chatbot experience and by 2025 it is expected that 85% of customer interaction will not need human agent. Is your

Cisco UCCE, PCCE customers can now drive the best results with Cisco Enterprise Chat & Email and NovelVox ECE Integration gadget. This gadget will empower your Cisco contact center agents

Expand your customer service network beyond the contact center floor to the field agents with the most advanced and integrated NovelVox Mobile Agent for Cisco Finesse Contact Centers. Now, your

Unleash the power of your contact center data and convert it into actionable intelligence to inspire smarter business decisions. Monitor real-time performance and motivate agents to provide an enhanced customer

Do your agents still need to switch screens multiple times while offering support to members over call? Do members still need to hold the call for long so that agent