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

MARCH 5, 2024

Transfer Rate : A lower transfer rate suggests that agents are well-equipped to handle a wide array of customer issues, promoting first-call resolution and enhancing customer satisfaction. This ensures you have a balanced view of both outcomes and processes.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Magellan Solutions

MARCH 2, 2017

Handle call volume – A dedicated contact center can handle large volumes of calls while at the same time keep hold time and abandonment rates to a minimum. Automating the whole process, therefore, is a major requirement for healthcare providers.

Call Center 40

Call Center Healthcare Abandon Rate Contact Center 40

Eptica

SEPTEMBER 28, 2015

After setting objectives and metrics, how do companies look to achieve them? Share this page on: Tweet.

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

NobelBiz

FEBRUARY 22, 2023

As it reflects the average duration of a customer engagement, which is generally calculated from the beginning of the call and includes the full discussion and hold time to the end of the call. Why is the abandonment rate important? How to decrease the Abandonment Rate ?

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

As it reflects the average duration of a customer engagement, which is generally calculated from the beginning of the call and includes the full discussion and hold time to the end of the call. Why is the abandonment rate important? How to decrease the Abandonment Rate ?

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

AUGUST 11, 2022

Customer engagement in call centers has expanded beyond the phone with the introduction of digital communication channels in the contact center sector (Facebook, Twitter, webchat, etc.). As a matter of fact, NobelBiz scores one of the highest First Call Resolutions in the entire industry.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52