JustCall

APRIL 3, 2024

You can use conversation intelligence features to help your sales reps close sales faster and provide personalized customer experiences. This process enables agents to make informed decisions and drive meaningful engagements. This optimized staffing is essential in dealing with high call volumes.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Fonolo

OCTOBER 25, 2022

Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This may include sick days, unapproved personal days, and extended breaks at the office. Abandonment rate.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Playvox

JULY 31, 2023

The provision of an agent dashboard provides insight to remote agents when they start their shift for the day. These dashboards can be personalized to provide them with a snapshot of information relevant to them, such as: How are we doing today? : My metrics : A display of an agent’s personal metrics.

Self service 85

Self service Management Coaching Contact Center 85

NobelBiz

MARCH 6, 2023

The purpose is to maximize the number of live connections an agent can handle. As soon as a call is answered, the software determines whether a live person or an answering machine/voicemail system is on the other end. If a live person answers the call, the software immediately connects the call to an available agent.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Fonolo

SEPTEMBER 28, 2021

Being an amazing agent takes a great deal of patience, empathy, and problem solving. Although you may not be able to tell if someone possesses these qualities strictly based on their CV, you can get a better idea if their personality is suited for the job by integrating a role-playing exercise into your interview process.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

NobelBiz

FEBRUARY 21, 2023

In this case, the client has two options: wait for an agent to become available and answer, or hang up and receive a callback later. The answer is personalized Customer Experience and User Experience. Indeed, Callbacks are an excellent way to make interactions easier for call center agents and clients. The solution?

Best practices 52

Best practices Contact Center Abandon rate Management 52

Playvox

APRIL 27, 2023

Let’s take a closer look at each for a deeper understanding of how they can bring a positive transformation in the personalized service you deliver as well as your daily operational efficiency. Synchronous customer communication channels involve real-time communication between a customer and a service agent.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52