Call Design

JULY 6, 2021

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Average Handle Time (AHT).

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

NobelBiz

FEBRUARY 27, 2024

Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. RELATED ARTICLE What is IVR?

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Errors happen. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Customer Relationship Metrics

JULY 26, 2017

Think about the evaluation, the calibration, and the coaching. At the end of the call, the second agent transfers the customer to the post-call IVR survey. During the Survey Calibration process, those survey results would be moved from Suzie to Johnny where they should be based on the customer’s comments.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211