Category: Operations
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How Can AI Call Coaching Transform Your Contact Center’s Performance?
In today’s fast-paced contact centers and sales teams, effective coaching is critical for shaping the customer experience. Every conversation matters, and the ability to coach agents has never been more important. Traditional call coaching methods often fall short of capturing the full picture, leaving team leaders with limited insights and opportunities for improvement. Enter AI…
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Summer 2024 Product Release
Welcome to Summer 2024 with Natterbox: Sizzling Solutions for Seamless Interactions! As the warmth of summer sets in, Natterbox is excited to unveil our latest enhancements and innovations designed to transform your customer interactions and streamline your operations. Our Summer Release 2024 introduces a suite of features across Natterbox Voice, Service Cloud Voice, Digital Channels,…
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Balancing Automation and Personal Interaction
In an era dominated by technological advancements, where automation has become an integral part of business processes, there’s a crucial aspect that should never be overlooked: the human touch. Nowhere is this balance more evident than in the realm of contact centers. As we navigate the digital age, finding the equilibrium between automation and personal…
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Use Voicemail Drop in Salesforce to Supercharge Agent Productivity
Are you tired of your sales agents spending endless hours leaving voicemails that never get returned? Do you wish there was a way to streamline the process and improve their productivity? In this article, we’ll explore how Voicemail Drop can enhance your agents’ productivity, and revolutionize the way you approach your sales strategy. Understanding Voicemail…
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Why Workforce Management Can Boost Contact Center Efficiency
Contact centers play a critical role in delivering exceptional customer service experiences. With the increasing expectations of customers and the rise of digital interactions, it’s more important than ever for contact centers to operate efficiently. One key tool that helps achieve this efficiency is workforce management, or WFM. In this article, we will explore why…
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The Power of Digital Contact Centers
Imagine a world where customer interactions are seamless, personalized, and effortless. A world where businesses can deliver wow moments at every touchpoint, sparking conversations that build lasting relationships. Welcome to the future of contact centers – the realm of digital innovation that is revolutionizing customer service. Let’s have a look at how digital contact centers…
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3 Ways to Achieve and Maintain PCI DSS Compliance
The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements that are designed to protect sensitive cardholder data wherever it is stored, processed or transmitted. These requirements apply to any organization that handles card payments in any capacity. If you work for a company who takes card payments from customers, you…
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Balancing Customer Service and Regulatory Compliance in Financial Services
In today’s heavily regulated business environment, financial institutions must comply with a variety of laws and requirements to avoid costly and embarrassing penalties. Many banks and financial service institutions (FSIs) in the U.S., Europe, and Asia have been looking to ensure the activities of their traders and contact centers are compliant with these regulatory requirements.…
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5 Headaches Solved with Integrated Telephony
Computer telephony integration (CTI) is a voice solution embedded into a customer relationship management (CRM) platform, like Salesforce. A CTI solution is a key component to any customer service strategy. For contact center agents and sales teams, CTI is vital in providing efficient customer service and streamlining processes – allowing phone conversations to be tracked…
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Customer Service: A Single Piece of the Customer Experience Puzzle
Customer experience (CX) has become one of the hottest buzzwords in the business world. In fact, the Temkin Group found that companies that earn $1 billion annually, can expect to earn an additional $700 million on average within the first three years of investing in CX. Yet the terms ‘customer service’ and ‘customer experience’ are often used…