NobelBiz

FEBRUARY 27, 2024

Read Case Study Watch video What to Optimize to Boost Call Center Performance Agent Performance Optimizing agent performance is crucial for improving call center operations and, by extension, the customer experience. One of the primary advantages of CRM integration with contact center technology is call flow management.

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NobelBiz

JANUARY 17, 2022

Understanding how to properly monitor your AHT is critical if a company wants to successfully outsource its contact center. That is why you must supplement the AHT with qualitative key performance indicators (KPIs) such as listening scores, Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).

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NobelBiz

APRIL 18, 2022

Contact centers benefit from a versatile solution when using an interactive voice server, as they can: Control call flows. The IVR enables you to optimize the administration of your incoming calls by qualifying them and then routing them to the right agent based on the request.

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