Playvox

JUNE 22, 2023

In uncertain economic times, they become even more critical to help navigate business health and growth. Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

NobelBiz

FEBRUARY 17, 2023

If you run a call center, you know how important it is to provide excellent service to customers. You might be surprised to learn that a simple yet paramount calculation can help you evaluate the efficiency of your call center. How to measure your call center Service Level? What can you do to improve?

Call Center 52

Call Center Measurement First Call Resolution Contact Center 52

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Call Center Management Gamification 52

Kustomer

MAY 25, 2022

Plus, 81% of CX organizations report that reducing wait times is an extremely important priority to achieve within the next three years. SMS is significantly less costly than routing all support inquiries to a call center. A Forrester study shows that on average a customer service phone call costs $16.

Chatbots 105

Chatbots Consumers Social Media Customer Experience 105

Call Experts

FEBRUARY 12, 2020

omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. In 2019, automatic call distribution sported 23.3% through 2022. One call can change your business!

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

NobelBiz

JANUARY 17, 2022

Call Center agents’ main goal is to handle as many calls as possible effectively and without wasting time. However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. But, how is the Average Handling Time (AHT) calculated?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52