NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Types of Call Center Dashboards So what types of call center dashboards are there?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

NobelBiz

SEPTEMBER 30, 2020

Predictive Dialer Purpose & Definition A predictive dialer is just what you imagine when reading the words, as it uses predictive statistical analysis of customer data to determine if, when, and how many calls should be placed from the dialing platform.

Abandon Call 52

Abandon Call Abandon rate Average Handle Time Call Center 52

NobelBiz

MAY 2, 2022

In this article, we explore the nature, functionality, and benefits of call routing for call routing for contact centers. What is call routing in a call center and how does it work? The technological mechanism that automatically sends an incoming call to the correct recipient is known as call routing.

Contact Center 52

Contact Center Interactive Voice Response Wait times Telecommunications 52

NobelBiz

FEBRUARY 22, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. It is one of the most typical criteria assessed in contact center support services. In general, contact centers aims to minimize AHT.

Abandon rate 52

Abandon rate Average Handle Time Contact Center Abandon Call 52

NobelBiz

FEBRUARY 15, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. It is one of the most typical criteria assessed in contact center support services. In general, contact centers aims to minimize AHT.

Abandon rate 52

Abandon rate Average Handle Time Contact Center Abandon Call 52

NobelBiz

MAY 24, 2022

In the post-covid era, the contact center sector has altered dramatically. Managing call center agents remotely has become a true challenge for the industry. In this article, discover 5 tips to manage remote call center agents successfully. Plan your presence on an hourly and daily basis.

Call Center 52

Call Center Management virtual call center Interactive Voice Response 52

NobelBiz

FEBRUARY 17, 2023

Since SL is a KPI, specific contact centers may use alternative definitions to their advantage to manipulate the data. Calls that are dropped are one method for doing this. Some may not count abandoned calls within the first five seconds, while others may limit it by excluding them from the number of calls available.

Service level 52

Service level Call Center Abandon Call First call resolution 52