NobelBiz

MARCH 21, 2023

Key Takeaways: You have to pinpoint the exact reason for a low FCR Your call center should be a customer-centric business Proper ongoing agent training and monitoring Call center technology has evolved to deliver proper performance levels, quality, and FCR enhancement. How to boost your First Call Resolution in 9 easy steps?

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

NobelBiz

DECEMBER 19, 2021

Depending on the source of the call, your agents employ a variety of strategies to reduce call abandonment. Call abandonment is a key performance indicator that may be used to evaluate the effectiveness of a contact center. The goal is to deliver the finest service possible to consumers.

Abandon Rate 52

Abandon Rate Contact Center Self Service Contact Center Software 52

NobelBiz

FEBRUARY 22, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. Remember that dealing with consumer doubts is typical at first. For instance, suppose a consumer call for an insurance claim.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. Remember that dealing with consumer doubts is typical at first. For instance, suppose a consumer call for an insurance claim.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

SEPTEMBER 26, 2023

According to helpscout.com , more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. This loyalty isn’t just transactional—it translates to brand evangelists who amplify your brand message. And marketing professionals know this.

System 59

System Customer Experience Call Center Contact Center 59

CSM Magazine

AUGUST 25, 2021

The Customer Satisfaction Score (CSAT) has become one of the the defining data points to evaluate consumer experience and brand growth. Customers demand immediate and accurate resolutions to their problems, and at times, agents succumb to this pressure in the absence of proper and organised information.

Customer Satisfaction 59

Customer Satisfaction Self Service Management Knowledge Base 59

NobelBiz

AUGUST 11, 2022

Using a CCaaS solution to provide omnichannel communication is handy for your consumers and is also advantageous for your agents. They will be able to handle consumer requests more effectively by using the customer’s preferred method of communication. Reports can be created to track performance across all of these channels.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52