NobelBiz

FEBRUARY 13, 2024

Self-service Options Providing customers with robust self-service options through various channels (web, mobile, IVR) empowers them to find solutions quickly without needing direct agent interaction, reducing wait times and improving overall satisfaction. Quality assurance is more than a checklist; it’s a pathway to excellence.

Call Center 59

Call Center Self Service Software Contact Center 59

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center. The post What is Call Wrap Up Time?

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50

NobelBiz

MARCH 21, 2023

Factors to Consider When Choosing a Progressive Dialer Software Best Practices for Implementing a Progressive Dialer into your Contact Center What is a Progressive Dialer? A Progressive Dialer refers to a contact center software that automates outbound calling. What is progressive dialing?

Contact Center 52

Contact Center Software Call Center Call Recording 52

NobelBiz

JULY 19, 2022

However, when it comes to customer service or sales departments that are using advanced contact center software to receive or make calls all day, you can’t afford to make mistakes or you’ll lose a prospect or a client. What is Call Whispering for Contact Centers?

Contact Center 52

Contact Center Contact Center Software Call Center Telecommunications 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Team leaders report high levels of call center attrition and agent burnout after certain periods of time.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

FEBRUARY 2, 2021

Call Recording One of the cornerstones of contact center quality is call recording. This will be possible thanks to cloud scheduling control tools, interaction reports, and geolocation. This will allow you to evaluate all missed calls, average waiting times, and abandoned calls by your new agents.

Call Center 52

Call Center Training Tips Contact Center 52

NobelBiz

FEBRUARY 14, 2022

After-call work time The after-call work time calculates the time required for call center agents to perform their tasks following each call. Waiting time While placing client calls on hold is never desirable, not all calls can be addressed immediately in a busy call center.

Metrics 52

Metrics Contact Center Management Call Center 52