Contact Center Workflow, Customer Satisfaction and Wait Times

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

Real-time Reporting In today’s dynamic call center environment, quick decision-making is crucial. Managers and supervisors often need up-to-the-minute data on call volumes, agent performance, customer satisfaction metrics, and other key performance indicators (KPIs).

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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