NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Post-call analytics, on the other hand, delve deeper into each interaction, offering insights into customer behavior, agent performance, and potential areas for improvement.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. A well-calibrated IVR system is the cornerstone for intelligent contact center automation. Everything you need to know.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NICE inContact

JUNE 21, 2016

attitude that impedes getting buy-in during coaching sessions. Letting agents listen and score their calls before talking about them, involving them in calibrations, and listening to top performers helps create a collaborative feeling that improves coaching effectiveness. DO: Hold recurring calibration sessions.

Calibration 50

Calibration Coaching Contact Center Quality management 50

JustCall

APRIL 5, 2023

User Interface Comparison The user interface of your preferred VoIP or Cloud Contact Center service provider must be a blend of function and aesthetics. If anything, the UI design of JustCall is well-calibrated with strategic focal points, intuitive design elements, and interactive components that make the user experience delightful.

Interactive Voice Response 52

Interactive Voice Response CRM Multi-channel support Analytics 52