NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

TechSee

SEPTEMBER 18, 2019

The importance of after call work. Implementing proper after call work processes can go a long way toward improving the customer-company relationship. Contact center agents are usually hyper-aware of their KPIs, which can form the basis of their financial incentives and the likelihood of them staying in their jobs.

Average Handle Time 84

Average Handle Time CRM Contact Center Gamification 84

Tenfold - Contact Center Blog

JULY 9, 2018

Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. A 2016 survey by Call Center Helper shared that 62.7%

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78