NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. To mitigate these issues, many contact centers use dialers to eliminate unwanted wait times.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Babelforce

NOVEMBER 30, 2022

We’ve divided our definitions into the following categories: Metrics and measurables Technology Contact center terminology Business practices and methodology. Make sure to bookmark this page for the next time someone asks you to define a predictive dialer! Metrics and measurables. Active waiting calls metric.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

NobelBiz

AUGUST 2, 2022

For inbound campaigns, it reflects the proportion of calls presented where the caller abandons the call due to excessive waiting time or a discouraging IVR. The abandonment rate of outbound calls can be reduced using call management tools. Several time-consuming procedures are involved in this way of diverting calls from a menu.

Abandon rate 52

Abandon rate Call Center Interactive Voice Response Technology 52

NobelBiz

APRIL 21, 2022

As a result, the file shared with the client with the incoming call number will appear immediately in the agent’s CRM display, ensuring customized and high-quality customer service while also avoiding waiting time. Call origin: Automatic callback and directory sharing are additional features of the CTI system.

Contact Center 52

Contact Center Interactive Voice Response CRM Call Center 52

aircall

NOVEMBER 4, 2016

This is immensely helpful to call center agents and managers alike. With such features available, team members are more likely to solicit help from managers and coworkers alike. The latter will also notice that your call funnel ris more efficient, with shorter waiting times and fewer dropped or missed calls.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

aircall

NOVEMBER 4, 2016

This is immensely helpful to call center agents and managers alike. With such features available, team members are more likely to solicit help from managers and coworkers alike. The latter will also notice that your call funnel ris more efficient, with shorter waiting times and fewer dropped or missed calls.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54