NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. The AHT is a KPI that contact centers always strive to improve. But, how is the Average Handling Time (AHT) calculated?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

NobelBiz

APRIL 25, 2023

Investing in employee training is a long-term strategy for reducing call center operating expenses. Well-trained agents can handle customer interactions more efficiently, leading to higher first-call resolution rates and reduced average handling times. The AHT is a KPI that contact centers always strive to improve.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NobelBiz

MAY 2, 2023

Low Conversion Rates Low conversion rates may result from untrained agents, lack of a compelling value proposition, the inability to establish rapport with prospects, and last but not least, a subpar CRM that is not in sync with your contact center software. We’ve seen organizations with 300% per annum turnover.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

JUNE 5, 2023

According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer. This means that call center agents need to make multiple calls before they can even start the sales process. Using the Right Contact Center Technology Technology plays a vital role in lead generation.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Performance Reporting Real-time performance reporting equips management with instant updates on various KPIs.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

NobelBiz

NOVEMBER 15, 2022

Of course, seasoned contact center professionals will smile with nostalgia, remembering the good old days when the trusted landline call was the only communication channel an agent had to deal with. Efficiency and consistency are the cornerstones of successful call centers. What is a Unified Agent Desktop?

Call Center 52

Call Center Contact Center How To Contact Center Software 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.). When it comes to cloud contact center systems, there are a lot of options out there. But NobelBiz Omni+ is different.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52