Playvox

JUNE 22, 2023

In uncertain economic times, they become even more critical to help navigate business health and growth. Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

In this article, we dissect Customer Service 7 pain points in call centers, and how to tackle them. Call queues simplify callers to obtain telephony services, while ACD queues relieve call center and service workers. Additionally, there are specific agents whose phones are always plugged into the call queue.

Call Center 52

Call Center Customer Service Contact Center Social Media 52

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

MAY 17, 2022

In this article, we dissect Customer Service 7 pain points in call centers , and how to tackle them. Call queues simplify callers to obtain telephony services, while ACD queues relieve call center and service workers. Additionally, there are specific agents whose phones are always plugged into the call queue.

Call Center 52

Call Center Customer Service Contact Center Social Media 52

Comm100

NOVEMBER 8, 2017

This real-world report can be a reference to forecast your potential chat volume and the number of agents you need to support your chat volume. Wait… hang on… my order number is here somewhere. Unlike with typical call center support, live chat agents are expected to be able to handle multiple customers’ problems at once.

Customer Service 107

Customer Service Tips Average Handle Time Communication 107

NobelBiz

JULY 25, 2023

Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers. What is Interaction Analytics? Watch the entire podcast episode here!

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

FEBRUARY 22, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 22, 2023

Sharing your business goals with all your employees is critical for call centers. This article focuses on two indicators, the OKRs and the KPIs, exploring their aims and roles in the call center sector. What are KPIs in Call Centers? Call center KPIs are used to assess the performance of call centers.

Call Center 52

Call Center Contact Center Abandon Rate Measurement 52

NobelBiz

FEBRUARY 17, 2023

No call center wants to disappoint its customers. What are the mistakes you should avoid in your call center? The call is routed to customer support if the needs relate to a complaint about a previously purchased product. Mistake 2: Keep your client waiting on the line “All our agents on the line.

Customer Service 52

Customer Service Call Center Automatic Callback Contact Center 52

NobelBiz

FEBRUARY 27, 2023

Self-service options also increases contact centers’ efficiency by reducing the workloads of live agents. Making them available to handle more complex issues, and consequently reduce wait times for other customers. Thus, becoming a successful contact center.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

NobelBiz

MARCH 14, 2022

It will undoubtedly be re-evaluated and updated throughout time, but it is critical to start by assessing and preparing your goals, agents, and technologies. Michael Ferree, CEO & Founder of Lead Generation World & CEO of contact.io, has more to say on how to get people to answer your calls. How to get around this problem?

Contact Center 52

Contact Center Average Handle Time Omni-Channel Call Center 52