NobelBiz

FEBRUARY 22, 2023

That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. Engagement means customers have found a product or service they want to purchase. The IVR, often known as a virtual switchboard, allows you to manage all concurrent calls and queues.

Interactive Voice Response 52

Interactive Voice Response Wait times Call Center Abandon Call 52

NobelBiz

FEBRUARY 18, 2023

That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. In call queues, the typical distribution method is first in, first out. ACDs queue calls until those agents are available. Customers are not a well-trained bunch.

Interactive Voice Response 52

Interactive Voice Response Wait times Call Center Abandon Call 52

NobelBiz

MAY 24, 2022

Managing call center agents remotely has become a true challenge for the industry. Running a remote call center, on the other hand, has become relatively simple with strong management, an excellent organization, and the necessary contact center technological tools. But how exactly?

Call Center 52

Call Center Management virtual call center Interactive Voice Response 52