NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. In this article, we will provide you with a step-by-step guide on how to smoothly transition your contact center to Genesys Cloud without any disruptions. Why Migrate to Genesys Cloud?

Contact Center 52

Contact Center Strategy Roadmap System 52

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

NobelBiz

DECEMBER 19, 2023

Discover tried-and-tested techniques to navigate challenging conversations in the customer service and contact center arena. These data can be organized and analyzed to help better understand what’s happening in the call center . Read the case study or watch the video !

Call Center 105

Call Center Management Contact Center Wait Times 105

TechSee

APRIL 24, 2023

This shift is generally a proven way to improve customer satisfaction scores, first-call resolution rates, and average handle times. The right support technologies will make your agents more efficient, effective, and productive.

Average Handle Time 109

Average Handle Time First Call Resolution Culture Case Study 109

Magellan Solutions

AUGUST 1, 2021

Big brands adapt different KPIs (or Key Performance Indicators) to help them make decisions, set strategic objectives, and evaluate business processes in real-time. Here are some indicators companies use: First Call Resolution. Average Handle Time. Average Time in Queue.

Net Promoter Score 52

Net Promoter Score Company Call Center NPS 52