Kustomer

JULY 1, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Tom Rieger from NSI , to learn about customer retention through enhancing wait times. The Science of Wait Times and Rewarding Customers. It seems that many companies are handling wait time wrong.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98

NobelBiz

FEBRUARY 14, 2023

Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Average the dead air time across a representative sample of interactions.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support.  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations.

Contact Center 52

Contact Center Metrics Training Call Center 52

NobelBiz

JULY 18, 2023

By implementing optimized strategies, it minimizes wait times, ensures prompt attention to customer needs, and maximizes agent availability for seamless call handling. By implementing optimized strategies, it minimizes wait times, ensures prompt attention to customer needs, and maximizes agent availability for seamless call handling.

Management 52

Management Call Center Contact Center Software Contact Center 52

NobelBiz

MARCH 6, 2023

Predictive dialer software is a computer program that contact centers use to automate outbound calls. One of its main benefits is its ability to filter out busy signals, disconnected numbers, and voicemails, ensuring that agents only connect to live calls, consequently increasing the efficiency of the contact center.

Contact Center 52

Contact Center Software Abandon Rate 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 both inbound and outbound contact center operations, the connection rate is the vital pulse that fuels performance.

Contact Center 59

Contact Center Connections Call Center Telecommunications 59