NobelBiz

DECEMBER 19, 2023

Discover tried-and-tested techniques to navigate challenging conversations in the customer service and contact center arena. These data can be organized and analyzed to help better understand what’s happening in the call center . All enabled by NobelBiz leading contact center technology.

Call Center 106

Call Center Management Wait times Contact Center 106

Global Response

MARCH 1, 2022

They want to provide great customer service, but also need to make sure their call center agents have support to perform optimally. In this situation, the business should track speed of answer and first call resolution. With Global Response, first call resolution is our gold standard.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Callminer

JULY 23, 2019

One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better. Another organization shared that the start of its turnaround began with its first employee survey – that delivered a negative eNPS score. With a global team of 1,000 agents who handle more than 5.5

Best practices 140

Best practices Feedback Call Center Coaching 140

Fenero

MARCH 31, 2019

This includes face-to-face visits in a retail store all the way to online purchases and even interactions with agents in the contact center. Intraday management technology can better optimize contact center efficiency. The key is that customer experience is based on the customer’s perception of these interactions.

Customer Experience 9

Customer Experience Management First call resolution Automotive 9