NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Babelforce

AUGUST 20, 2020

In this post: What is an outbound call center? Key metrics for outbound call centers Three skills the best call centers have. What is an outbound call center? An outbound call center makes calls, often to customers or leads (potential customers).

Call Center 52

Call Center Interactive Voice Response APIs Upselling 52

Global Response

FEBRUARY 13, 2022

What is a Multi-Channel Contact Center? Ready to increase customer engagement and satisfaction, reduce average handle time and grow sales? Then it might be time for you to consider a multi-channel contact center for your business. Multi-channel contact center services.

Multichannel 62

Multichannel Contact Center Multi-channel support Average Handle Time 62

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. First Call Resolution. Call Attempts.

Call Center 52

Call Center Metrics Abandon rate Management 52

Monet Software

JANUARY 16, 2020

To blend or not to blend—that is the question for today’s call centers. Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems. Using blended agent stations in today’s omnichannel contact center entails a high degree of complexity.

Contact Center 77

Contact Center Abandon rate Outbound sales Average Handle Time 77

Fonolo

MARCH 13, 2018

Twilio unveiled Flex, its new call center product yesterday and it definitely lived up to the anticipation that has been building since the rumors started last month. It’s something new: a call center platform. They talk about it as a general purpose engine to send requests (incoming calls, texts, service tickets, etc.)

Call Center 52

Call Center APIs Outbound sales Average Handle Time 52

aircall

APRIL 21, 2017

Not all KPIs are created equal and not all of them are relevant to outbound sales. Thankfully, measuring every KPI, all the time, would be a tremendous waste of time and resources and would yield an unmanageable and opaque amount of data. Average handle time (length of all calls / total number of calls).

Best practices 81

Best practices Scripts Outbound sales Coaching 81