NobelBiz

MARCH 21, 2023

Key Takeaways: You have to pinpoint the exact reason for a low FCR Your call center should be a customer-centric business Proper ongoing agent training and monitoring Call center technology has evolved to deliver proper performance levels, quality, and FCR enhancement. Review call records and logs.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Look no further!

Contact Center 52

Contact Center Call Center Management Gamification 52

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. Better resolution rate. Higher agent engagement.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

NobelBiz

DECEMBER 19, 2021

Some call centers do not collect this information to evaluate service quality. Some contact centers also choose not to include immediate desertion, implying a misdialed number or other causes outside the call center agent’s control. Naturally, the abandoned call rate is given as a percentage.

Abandon Rate 52

Abandon Rate Contact Center Self Service Contact Center Software 52

NobelBiz

FEBRUARY 22, 2023

Social media: from 140 characters and hashtags on Twitter to replies on corporate page Facebook posts, comments on YouTube videos, and Instagram posts… Advantages of using Customer Data analytics for contact centers Call center analytics enables you to gather and analyze client data to prioritize them.

Contact Center 52

Contact Center Analytics Data Call Center 52

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

Pointillist

MARCH 20, 2019

Cost-to-Serve Improving customer experience has a direct impact on reducing the cost to serve customers as it results in streamlined processes, a reduced volume of calls to the customer care center and efficiencies from understanding the end-to-end customer journey.

ROI 59

ROI Customer Experience Self Service How To 59