NobelBiz

FEBRUARY 22, 2023

Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and analyzed for contact centers is an absolute gold mine. Table of Contents show What is Customer data analytics?

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Expivia

SEPTEMBER 2, 2021

Call center reporting involves taking key data and insights from contact center systems and putting them into specific reports. Your Automatic Call Distributor (ACD) or Customer Relationship Management (CRM) system can compile these reports for you from the data they store.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

Etech GS

SEPTEMBER 25, 2019

This is especially the case in a call center workforce, where employers often attract younger workers. Thus, a big part of effective workforce management now depends on the ability to understand, motivate and compensate millennials. Depend on Accurate Data. Average handling time. Upsell rates.

Call Center 69

Call Center Management call center workforce Average Handle Time 69

Global Response

MAY 1, 2023

The appropriate number of staff and shifts are typically based on that forecasted call volume. WFM software will help you forecast and schedule more accurately—in fact, many WFM software tools can help you calculate this for up to one year in advance, given the right data! Do agents need more training?

Call Center 62

Call Center Management outsourcing Coaching 62

Playvox

JUNE 22, 2023

Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy. What Are Call Center Efficiency Metrics? Making meaningful business decisions from the plethora of data available to companies can be daunting.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52