NobelBiz

OCTOBER 18, 2021

Contact centers require more than just assigning an agent to each phone; attrition also plays a role in determining how many agents are needed to service each client. The name of this metric and Key Performance Indicator is the Call Center Shrinkage.

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NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Real-time monitoring offers an unparalleled advantage in achieving this goal. What is Real-Time Monitoring?

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Call Center Coaching Contact Center Metrics 52

Global Response

JUNE 20, 2023

Besides that, the strong focus on technology and innovation lend Tunisia’s call centers a strong infrastructure and innovative culture to develop better customer experience strategies. But just because Tunisia is a strong location for call centers doesn’t mean it’s the right location for you. Of course, it depends on the call center.

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Call Center outsourcing Bilingual agents Education 62

NobelBiz

JUNE 4, 2024

In this comprehensive guide, we’ll dive into the nuances of customer service in call centers, exploring everything from the evolution of call centers to the latest trends and best practices. What is a Customer Service Call Center? Trust NobelBiz OMNI+ for a superior contact center solution.

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NobelBiz

MAY 21, 2024

While the role of call centers is crucial in customer service, companies often choose between inbound and outbound call centers. Each of these call centers come with unique functionalities, benefits, and challenges. This helps in tracking progress, managing follow-ups, and updating customer records.

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Call Center Scripts Average Handle Time Contact Center 52

Playvox

DECEMBER 15, 2022

In this new world, it’s critical to understand the impact of being able to forecast accurately when voice makes up a much smaller portion of overall traffic for a customer experience center. Related Article: The Human Side of Workforce Management. Related Article: How To Manage Customer Interactions In Any Channel.

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Contact Center Average Handle Time Agent Empowerment Service level 72

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

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Playvox

DECEMBER 13, 2022

Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. When a customer has an issue that can’t be solved by self-service, they, of course, employ the most convenient means to contact your business to have their issue addressed by an agent. Your service level and other KPIs are affected as well.

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Contact Center Agent burnout Quality management contact center solutions 84

Playvox

JUNE 22, 2023

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Related Article: Call Center Workforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential call center efficiency metrics.

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NobelBiz

FEBRUARY 27, 2023

The third element is processes, which need to be streamlined to achieve the highest efficiency levels. In this article, we will elaborate on the key elements that underlie the success of contact centers. The same thing applies to success in contact centers. It is a key indicator of contact center efficiency.

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Contact Center Self service Metrics Wait times 52

NobelBiz

NOVEMBER 15, 2022

The notion of a unified agent desktop has become an essential cog in the wheel of an efficient contact center. In this article, we shed light on the components of an effective unified agent desktop and its significance in modern customer service settings. This improvement is also feasible at a department level.

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