NobelBiz

FEBRUARY 27, 2024

Hold queues and smart call routing play a pivotal role. Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Talkdesk

APRIL 12, 2019

Downtime: How many minutes or hours per month is your contact center software down or unavailable? The higher your downtime, the worse your service quality because you can’t handle customer interactions during that time. If downtime is affecting your contact center, check out our 100% Uptime SLA agreement.

Call Center 43

Call Center Self Service Metrics Net Promoter Score 43

Talkdesk

APRIL 10, 2019

Downtime: How many minutes or hours per month is your contact center software down or unavailable? The higher your downtime, the worse your service quality because you can’t handle customer interactions during that time. If downtime is affecting your contact center, check out our 100% Uptime SLA agreement.

Call Center 45

Call Center Metrics Self Service First Call Resolution 45

ViiBE Blog

MAY 13, 2021

The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents. Predictive dialers use algorithms to reduce wait times for agents and customers on the line. There are different types of call centers.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

NobelBiz

FEBRUARY 27, 2023

Self-service options also increases contact centers’ efficiency by reducing the workloads of live agents. Making them available to handle more complex issues, and consequently reduce wait times for other customers. Thus, becoming a successful contact center. Another cause is the lack of data analysis.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

NobelBiz

AUGUST 11, 2022

Of course, this translates into better cost-per-minute rates, better coverage, and faster resolutions when it comes to downtimes or any other infrastructure-related issue. As a matter of fact, NobelBiz scores one of the highest First Call Resolutions in the entire industry.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52