CCNG

SEPTEMBER 27, 2023

The system should have an automated audit trail for any changes (compliance), robust reporting on how agents use the system to help with agent coaching, a feedback loop for the agent to report mistakes in the knowledge, and a way they can track the progress of the updates in the knowledge management system.

Management 195

Management Average Handle Time Self service First call resolution 195

Callminer

JULY 23, 2019

To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback. Many of the tips are those from experts directly in the call center industry. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

NobelBiz

FEBRUARY 13, 2024

By intelligently directing calls based on agent expertise, NobelBiz ensures that every customer interaction is an opportunity to reinforce trust and satisfaction. NobelBiz elevates the concept of call whispering to new heights, integrating it seamlessly into their suite of call center solutions.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Fenero

MARCH 31, 2019

If service levels drop, intraday management can automate the voluntary overtime process to ensure there are always enough agents on the floor, answering calls. When call volume unexpectedly spikes, agents are automatically prompted to return to answering calls. How are you doing? Photo Credit – pctonline.com.

Customer Experience 9

Customer Experience Management First call resolution Automotive 9