NobelBiz

JANUARY 17, 2022

This indicator enables to: Predict the processing time of incoming call flows in real-time and hence attempt to decrease client wait times; Estimate and adapt the contact center’s activity load; Organize the teams in accordance with this load (staffing forecast). To put it another way?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

NobelBiz

SEPTEMBER 5, 2023

These phases include the initial dialing, potential wait times due to telecom network traffic, eventual connection, or non-connection due to various reasons. In the call center world, they are the yin and yang of meaningful customer interactions. Lead Quality Assessment: Measures the potential and efficacy of the leads sourced.

Contact Center 59

Contact Center Connections Call Center Telecommunications 59

NobelBiz

MARCH 6, 2023

Predictive dialer software improves customer service operations as it allows to: Automate the process of calling customers back who have requested a call from an agent. This can reduce customer wait times and ensure that agents promptly address their issues. This ensures that customers are connected to the right agent.

Contact Center 52

Contact Center Software Abandon Rate Call Center 52