NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Contact Center Management Call Center 52

Playvox

JUNE 10, 2022

Agent coaching has long been a method for improving contact center performance and the customer experience. In fact, McKinsey estimates that “the average 500-agent call center in North America allocates around $2 million of staff time to coaching activities every year.”. Coaching Tips for Contact Center Agents.

Contact Center 69

Contact Center Tips Sports Average Handle Time 69

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. With that in mind, let’s take a closer look at the challenges of maintaining and upgrading call center infrastructure.

Call Center 52

Call Center Contact Center CRM Social Media 52

Verint

DECEMBER 12, 2017

Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that embrace automation can potentially leapfrog their competitors and dramatically improve how work is done in their contact centers. Want to learn more?

Contact Center 30

Contact Center Call Recording Resources Technology 30

Magellan Solutions

JULY 15, 2021

They increase the usage of their phone to reach more B2B customers. On top of that, instead of pushing for immediate sales, the call center company changed the objective into information-based cold calling. . The call center provider studies which local area they strive more against local competitors.

Call Center 40

Call Center B2B Sales Retail 40

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. What is First Call Resolution?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Verint

NOVEMBER 1, 2017

These capabilities can actually empower employees and make their lives—and those of your customers—even better. Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits for your quality team, as well as your frontline employees, your customers and your company. Register here.

Data 26

Data Employee Engagement Groups Technology 26

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. How is each step prioritized?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Talkdesk

AUGUST 4, 2017

We held our first ever App Dash — a webinar consisting of short demos from each partner. The companies showcased their solutions in only six minutes and once all the demos were completed, the webinar attendees voted on their favorite tool. Their goal is not only to increase the amount of calls, but also also the quality of the calls.

Contact Center 42

Contact Center Call Recording Metrics Measurement 42

Talkdesk

AUGUST 4, 2017

We held our first ever App Dash — a webinar consisting of short demos from each partner. The companies showcased their solutions in only six minutes and once all the demos were completed, the webinar attendees voted on their favorite tool. Their goal is not only to increase the amount of calls, but also also the quality of the calls.

Contact Center 40

Contact Center Call Recording Metrics Measurement 40