ViiBE Blog

AUGUST 19, 2020

Beyond hiring staff that are dedicated to providing excellent customer service, companies have to determine how they plan to organise the teams and hierarchies of their call centers. There are many well-established lists of metrics that companies can reference to determine which KPIs they will use to measure their performance.

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Call Center Average Handle Time Case Study Guidelines 52

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. They can optimize team productivity and achieve exceptional results by focusing on key areas such as KPIs, technology, workforce management, training, culture, and continuous improvement.

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Contact Center Call Center Management Gamification 52

NobelBiz

JANUARY 16, 2024

They serve as a direct line of communication, offering personalized interactions that can effectively address customer needs, resolve issues, and convert inquiries into tangible business outcomes. Call center campaigns are important for businesses to maintain a high level of customer satisfaction and to improve their customer service.

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Call Center Contact Center Contact Center Software Call Recording 52

CSM Magazine

SEPTEMBER 17, 2020

Exceptional customer service is the backbone of any good call centre. However, even the most talented agents and experienced managers don’t always equate to the best possible service. Average handling time is a metric that is measured by all contact centres. Reduce AHT.

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Analytics Software Average Handle Time Customer Experience 52

Joe Rawlinson

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. What they fail to effectively measure is the emotional connection that customers have or don’t have with a company.

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Exceptional Customer Service Metrics Customer Service Average Handle Time 60

NobelBiz

FEBRUARY 22, 2023

It is critical for contact centers specializing in customer care and sales to assess, control, and compare the progress of these indicators. OKRs, or Objective and Key Results, represent the process used by an organization to identify the goal to be reached and the measures to achieve it.

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Call Center Contact Center Abandon Rate Measurement 52

NobelBiz

MAY 24, 2022

Of course, including telecommuting in this work may appear to be a rather sophisticated sort of work that may appear to be rather sophisticated compared to typical customer service practice. They can also be quantitative (such as lower average handling time , higher number of calls handled over a period of time, etc.).

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Call Center Tips Virtual Call Center Management 52