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. How to boost your First Call Resolution in 9 easy steps?

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

NobelBiz

APRIL 20, 2020

This is the method of listening to client calls that evaluate an agent’s communication capabilities and identify possible opportunities for change. As a result, call recording software plays a critical role within the contact center, and here’s everything you should know about it.

Call Recording 52

Call Recording Contact Center Software CRM 52

CX Journey

NOVEMBER 28, 2018

Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc. The world is now awash in data, and we can see consumers in a lot clearer ways. You must use feedback, data, and metrics to do that. Max Levchin, PayPal co-founder.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

NobelBiz

APRIL 3, 2023

If you still have doubts about the importance of quality management, consider that, according to Kaizo, 93% of consumers are more likely to make repeat purchases at companies with excellent customer service. Why is Call Center Quality Management Important? Call center quality management is essential for several reasons.

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center

Playvox

FEBRUARY 18, 2019

Launching a quality assurance program in your call center empowers you with a huge amount of performance data. You’ll use call recording, live chat, customer feedback, surveys and more to gain a deep insight into agents’ capabilities. Monitor calls and live chats to see how they perform so well. Use Customer Feedback.

Data 40

Data Customer Service How To Call Center 40

NobelBiz

FEBRUARY 22, 2023

All of these capabilities and options, such as call recording, IVR, computer telephony integration, call routing and other allows agents and supervisors to run inbound and outbound campaigns smoothly and easily. In this article, we take look at the telephony feature, call tags.

Contact Center 52

Contact Center How To Call Recording First Call Resolution 52