NobelBiz

FEBRUARY 14, 2022

FCR – First Contact Resolution for inbound contact centers First Contact Resolution (FCR) is an important metric for support or customer service centers. Whether it’s a phone call, this metric shows how many support requests are resolved right away. How to evaluate call center agent performance?

Metrics 52

Metrics Contact Center Management Call Center 52

NobelBiz

FEBRUARY 2, 2021

By having a 100% cloud-based call management solution like Omni+ from NobelBiz integrated with your business tools, you can be fully operational in just a few minutes. E-Learning Base On the other hand, Remote learning must be available 24 hours a day, 7 days a week. For this, it is very useful to use the statistics function.

Call Center 52

Call Center Training Tips Contact Center 52

NobelBiz

MARCH 21, 2023

Why was the call routed to the incorrect division? Review call records and logs. Consult with your call center agents and supervisors. Determine why customers are calling back To enhance the rate of first-call resolution, the first step is to discourage customers from calling back.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

NobelBiz

AUGUST 11, 2022

Customer engagement in call centers has expanded beyond the phone with the introduction of digital communication channels in the contact center sector (Facebook, Twitter, webchat, etc.). Premium 24/7/365 support with no extra cost Departing from the old way of client support, we adopted the client advocate model.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52