NobelBiz

MARCH 6, 2023

Predictive dialer software improves customer service operations as it allows to: Automate the process of calling customers back who have requested a call from an agent. This can reduce customer wait times and ensure that agents promptly address their issues.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Xaqt

FEBRUARY 26, 2020

While no one knows what the actual impact of the virus will be, we expect that call centers across several industries along with public sector service agencies will be adversely impacted. In fact, states and communities that have implemented coronavirus hotlines are already experiencing high call volume and long wait times.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

NobelBiz

FEBRUARY 21, 2023

It is challenging to offer a good customer experience when customers hate long wait times. One solution to this problem is to increase the capacity of call center agents. However, if your contact center experiences occasional call spikes, hiring additional agents can increase agent downtime and costs.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Balto

DECEMBER 14, 2022

Accurately measuring your contact center agent productivity is vital for you to find opportunities for improvement. Without accurate measurement, you won’t be able to set goals and come up with actionable steps to meet them. Missed-Call Rate is the number of unanswered customer calls due to long queue waiting times.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52