Talkdesk

DECEMBER 23, 2020

The Spring 2020 rollout of the first and second rounds of the Paycheck Protection Program (PPP) was tarnished by exceedingly high call volumes, excessively high call handling and wait times for small business owners contacting banks for a lifeline. The old saying goes, “Fool me once shame on you.

Banking 126

Banking Contact Center Insurance Self Service 126

Call Experts

SEPTEMBER 1, 2022

While simple IVR systems are great for basic customer service, sophisticated ones will leverage speech recognition and help companies improve their call flow and reduce wait times. Call Experts IVRs even store caller information on cloud servers so you can create reports of the caller’s journey.

System 52

System Call Center Call Flow Customer Retention 52

NobelBiz

FEBRUARY 7, 2022

The time and effort put into developing your IVR will immediately pay off. In addition, call redirection reduces the amount of time your agents spend on the phone and, as a result, your clients’ wait time. Quality communications save time not just for your organization but also for your consumers!

Contact Center 52

Contact Center Omni-Channel Average Handle Time Consumers 52

NobelBiz

MAY 9, 2023

In a regular set-up, where agents manually select, dial, and wait for the call to connect is estimated that a total of 36 hours is being wasted each month – per rep. It’s easy to see how an automated tool to select prospects, dial, and route the call can optimize the outbound process.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

NobelBiz

FEBRUARY 22, 2023

Customers like having their concerns handled quickly, and addressing them in a single call not only promotes satisfaction but also saves call center resources. To calculate CRF, divide the total number of customer concerns reported in the same time period by the number of issues addressed in one call.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

Customers like having their concerns handled quickly, and addressing them in a single call not only promotes satisfaction but also saves call center resources. To calculate CRF, divide the total number of customer concerns reported in the same time period by the number of issues addressed in one call.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52