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. Key Performance Indicators (KPIs) provide valuable insights.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). This technology is a component that takes calls and assigns them to the appropriate agent. Why is benchmarking important?

Contact Center 52

Contact Center Call Center Management Gamification 52