NobelBiz

MARCH 5, 2024

These reports are the snapshots, the tangible records that document everything from call volumes and service levels to agent productivity and customer satisfaction scores. Contact Center Reporting Best Practices Implementing contact center reporting systems is a significant step towards optimizing customer service operations.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Proper training : Giving proper training to agents in the beginning is very important as they will learn how to resolve certain issues and have the proper knowledge of the campaign. Feedback loops are imperative to success.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NICE inContact

DECEMBER 21, 2015

Include your agents. Agent empowerment is the new norm within many contact centers. Agent inclusion is a vital strategy for establishing agent buy-in and promoting self-improvement. Encourage your agents to voice their feedback, concerns, opinions, and front-line insights.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

NICE inContact

FEBRUARY 16, 2016

Transmitting a file meant waiting on a fax to slowly transcribe an original paper document on the sender’s side to a flimsy, waxy roll of paper on the receiver’s end. A few short decades ago handling the daily communications and operations of the workplace was completely different.

Transportation 48

Transportation At home agents Technology Feedback 48