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Call Center Shrinkage : Strategies and Tools for Decision-makers

NobelBiz

Exactly how many of your company’s 500 employees are on calls? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent or sick, then a call center efficiency loss has already occurred. What is Call Center Shrinkage?

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Call Center Shrinkage: Strategies and Tools for Decision-makers

NobelBiz

Exactly how many of your company’s 500 employees are on calls? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent or sick, then a call center efficiency loss has already occurred. What is Call Center Shrinkage?

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Self-Service for Contact Center: The Definitive Guide

NobelBiz

However, most, if not all, inbound-oriented contact center departments are faced with the problem of a huge influx of trivial inquiries taking up most of the agent’s time. Reduce wait times as customers can access information and services without waiting for an agent. What About the Clients?

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Customer friction points – How to identify and tackle them?

NobelBiz

If the telephone is the initial point of contact for the client, it might create a set of customer friction points. That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. ACDs queue calls until those agents are available.

How To 52
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Customer friction points: How to identify and tackle them?

NobelBiz

If the telephone is the initial point of contact for the client, it might create a set of customer friction points. That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. Long waiting times Customers are no longer willing to wait.

How To 52
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How Does a Predictive Dialer Work

NobelBiz

Today we’re analyzing how a predictive dialer works, what it is, and what its purpose is within a call center environment. It is a tool that gained ever more traction with the introduction of cloud environments and data analytics, being an advanced method for outbound high-volume contact center solutions.