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. These kinds of call center metrics can help you to make informed decisions about workforce management and service level.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

FEBRUARY 14, 2022

AHT – The Average Handling Time in call centers The average handling time is the amount of time it takes for a customer to interact with an agent in a call center. That’s why when you are managing the average handling time (AHT), you need look at it very carefully.

Metrics 52

Metrics Contact Center Management Call Center 52

NobelBiz

JULY 25, 2023

Data Collection: Beyond Just Conversations In a bustling call center environment, data collection is not a mere logging of interactions; it’s a comprehensive endeavor: Voice Recording: Every second of customer-agent dialogue is recorded.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

MARCH 14, 2022

The primary goal of an outbound campaign is to reach prospects and turn them into actual customers, fulfilling business objectives such as buying a product or service, conducting surveys, establishing appointments, brand promotion, debt collection, etc.

Contact Center 52

Contact Center Average Handle Time Omni-Channel Call Center 52