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Mastering Escalation Management: Harnessing Tech in Modern Call Centers

NobelBiz

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.

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KPIs for call centers: 8 critical metrics to track

Global Response

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.

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Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

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

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Managing Customer Experience

Fenero

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.