Magellan Solutions

AUGUST 16, 2021

Customers will learn how to resolve some of their own service issues, making them less likely to become an addition to your call center volume in the future. If there are simple clerical tasks that customers can complete themselves via touch-tone options, make these a highly accessible part of your IVR call flow.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

NobelBiz

FEBRUARY 22, 2023

This measure is strongly connected to AHT: if AHT falls but FCR rises, it indicates that client calls are not being handled satisfactorily. How to increase the Fist Call Resolution? Agent routing skills, artificial intelligence, and automation are all beneficial in optimizing call flow and guaranteeing greater FCR.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

This measure is strongly connected to AHT: if AHT falls but FCR rises, it indicates that client calls are not being handled satisfactorily. How to increase the Fist Call Resolution? Agent routing skills, artificial intelligence, and automation are all beneficial in optimizing call flow and guaranteeing greater FCR.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. Answering machine detection is adjustable to either disconnect a call or drop a pre-recorded voicemail. Optimize Call Scheduling A.

Call Center 98

Call Center Software Contact Center Software Contact Center 98