NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.

Contact Center 52

Contact Center Call Center Management Gamification 52

ShepHyken

OCTOBER 1, 2023

AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. My Comment: Are you making changes in your contact center (or plan to)?

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Unless the hold music is particularly good, callers don’t typically enjoy having to wait—it wastes time and money.

Self Service 78

Self Service Virtual Agent Connections Contact Center 78

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

Magellan Solutions

JULY 11, 2023

Contact centers can adjust operations to match customer needs and ensure resources are in sync. Regular workshops and training allow the team to improve their customer service abilities. #4) BPOs provide the tools to create effective and tailored customer engagements.

Customer Experience 75

Customer Experience Customer Journeys Net Promoter Score e-support 75

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Experience Matters

JANUARY 6, 2015

That’s why Temkin Group’s customer journey mapping workshops regularly sell out. Contact Center Loyalty Aspirations. Many of an organization’s most important customer interactions occur in its contact center, yet these groups are often managed like unwanted cost centers, with a heavy focus on efficiency and avoidance.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120