Contact Center Workflow, Interaction, Knowledge Base and Wait Times

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

APRIL 18, 2023

CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. For example, a calling process may include taking the caller through an IVR (Interactive Voice Response System) process or forwarding the call to the correct contact center agent.

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. Not all call centers have access to such expertise.

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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