NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Playvox

OCTOBER 19, 2021

What happens when you don’t have enough contact center agents? When you have an agent shortage, it causes significant CX, operational, morale, and cost issues. Higher queue times. Being short-staffed causes gaps in the schedule and results in a situation where there are simply not enough agents to handle volume.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

NobelBiz

FEBRUARY 22, 2023

Customers will be less satisfied if employees aren’t available to help, which will lead to longer hold periods and higher wait times. Call center shrinkage may be tracked manually but as you guessed it, this will take too much of your time. Instead, you can simply manage it with a Cloud Contact Center Solution.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

OCTOBER 18, 2021

Customers will be less satisfied if employees aren’t available to help, which will lead to longer hold periods and higher wait times. Call center shrinkage may be tracked manually but as you guessed it, this will take too much of your time. Instead, you can simply manage it with a Cloud Contact Center Solution.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

FEBRUARY 21, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52