NobelBiz

FEBRUARY 14, 2023

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. Average the dead air time across a representative sample of interactions.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Hold queues and smart call routing play a pivotal role. Hold Queues : Ensures calls are answered promptly, minimizing wait times.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

APRIL 18, 2022

In this article, we detail all the methods to achieve call center efficiency, in terms of contact center technology, management and performance. What is call center efficiency? Call center efficiency considers a measure that blends quality, productivity and business goals. How to manage a call center efficiently?

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

FEBRUARY 22, 2023

This measure is strongly connected to AHT: if AHT falls but FCR rises, it indicates that client calls are not being handled satisfactorily. How to increase the Fist Call Resolution? Agent routing skills, artificial intelligence, and automation are all beneficial in optimizing call flow and guaranteeing greater FCR.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

This measure is strongly connected to AHT: if AHT falls but FCR rises, it indicates that client calls are not being handled satisfactorily. How to increase the Fist Call Resolution? Agent routing skills, artificial intelligence, and automation are all beneficial in optimizing call flow and guaranteeing greater FCR.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. When agents are left waiting for long periods before connecting with clients, they can become bored, disengaged, and demotivated.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

NobelBiz

JANUARY 17, 2022

Understanding how to properly monitor your AHT is critical if a company wants to successfully outsource its contact center. Average handling time varies according to a business’s customer experience philosophy, the products/services it delivers, and the organizational structure of its support group. appeared first on NobelBiz.

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52