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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

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How To Avoid Dead Airtime in your Contact Center

NobelBiz

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. Set a goal for dead airtime reduction: Set a realistic and achievable goal for reducing dead air time based on your current measurements.

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Back to Basics: Contact Center Trending Technology 101

Upstream Works

and all the communications are managed, tracked, and measurable through the contact center right along with phone, email, and chat. Another way is by tying together disparate systems, databases, and platforms through contact center software integration so that they work together as one cohesive tool.

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How To Achieve Call Center Efficiency?

NobelBiz

In this article, we detail all the methods to achieve call center efficiency, in terms of contact center technology, management and performance. What is call center efficiency? Call center efficiency considers a measure that blends quality, productivity and business goals.

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Call Center Dialer Software: Optimization Best Practices

NobelBiz

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

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CRM Key Features For Customer Service

NobelBiz

One of the primary advantages of CRM integration with contact center technology is call flow management. These solutions provide the ability to handle inbound and outbound calls through Internet-based telecommunication systems. But what are the most important functions to look for in a CRM for Customer Service?

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How To Manage The Average Handling Time (AHT) For Contact Centers?

NobelBiz

Understanding how to properly monitor your AHT is critical if a company wants to successfully outsource its contact center. AHT is a measure that, in general, reflects an attempt to improve customer exchange. However, a lower AHT does not always indicate that a call center works optimally.