Contact Center Workflow, Customer Satisfaction, Feedback and Knowledge Base

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

APRIL 18, 2023

The percentage of client complaints handled or resolved by your agents at the first point of contact. FCR = (Total Resolved Cases / Total Number of Cases) x 100 Customer Satisfaction (CSAT) The Customer Satisfaction Score is a popular metric call centers use to assess buyer satisfaction.

Contact Center

Contact Center Call Center Management Gamification

Essential Pain Points in Call Center Management – Part 2

NobelBiz

OCTOBER 17, 2023

Example from a Call Center Perspective An agent working remotely faces frequent connection drops due to an unstable home internet connection. Moreover, they are unable to access the company’s internal knowledge base effectively, delaying response times.

Call Center

Call Center Management Contact Center Contact Center Software

Customer Experience Update

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

Essential Pain Points in Call Center Management – Part 2

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