NobelBiz

NOVEMBER 15, 2022

Brad Butler, Contact Center Software Consultant @ NobelBiz What makes a great unified agent desktop? Streamlining operations is the key to success in the modern contact center landscape. Brad Butler, Contact Center Software Consultant @ NobelBiz That is what Unified Agent Desktop is all about.

Call Center 52

Call Center Contact center software Contact Center First call resolution 52

JustCall

MARCH 7, 2023

Follow-Ups Superstar call agents make it a point to follow up with the customers they interact with to ensure that the solution delivered worked for them. Contact Center Technologies Contact center solutions are actually a stack of multiple technologies that help streamline the total operations at the facility.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

NobelBiz

APRIL 25, 2023

Investing in employee training is a long-term strategy for reducing call center operating expenses. Well-trained agents can handle customer interactions more efficiently, leading to higher first-call resolution rates and reduced average handling times. The AHT is a KPI that contact centers always strive to improve.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

NobelBiz

JANUARY 16, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

NobelBiz

FEBRUARY 22, 2023

Contact centers require more than just assigning an agent to each phone; attrition also plays a role in determining how many agents are needed to service each client. The name of this metric and Key Performance Indicator is the Call Center Shrinkage. What is Call Center Shrinkage?

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

APRIL 5, 2022

In this article, we detail 10 of the biggest Risk Factors that most Contact Centers face And How To Resolve Each One of Them. Why is managing risk factors so important in the contact center industry? Risk and reward are common deciding factors in contact centers. To put it another way?

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

JustCall

MARCH 7, 2023

Add to that the heightened customer expectations today (especially after the pandemic), and you will see the need for a robust analytics contact center solution. Let’s understand this need in-depth and explore the best solutions available. What Is Contact Center Analytics?

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

SharpenCX

MAY 16, 2022

A “good” call center’s ASR is 40-50%, and if it’s above 60% — the services exceed expectations. Average Handle Time (AHT). This is the time it takes for an agent to complete a phone call or a “session.” How to Choose the Right Outbound Call Center Software. This tracks your agents’ efficiency.

Contact Center 67

Contact Center Scripts Call Center call center software 67

NobelBiz

OCTOBER 18, 2021

Contact centers require more than just assigning an agent to each phone; attrition also plays a role in determining how many agents are needed to service each client. The name of this metric and Key Performance Indicator is the Call Center Shrinkage. What is Call Center Shrinkage?

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

FEBRUARY 14, 2022

In this article, we will examine the most critical agent performance indicators and how to manage them in contact centers. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

NobelBiz

MARCH 14, 2022

So the question is: How to build great outbound campaigns for your contact center? Michael Ferree, CEO & Founder of Lead Generation World & CEO of contact.io, has more to say on how to get people to answer your calls. A long average call time may suggest a lack of closing skills or a lack of product awareness.

Contact Center 52

Contact Center Scripts Average Handle Time Cloud contact 52

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Performance Reporting Real-time performance reporting equips management with instant updates on various KPIs.

Call Center 52

Call Center Coaching Contact Center Metrics 52

NobelBiz

FEBRUARY 21, 2023

Dashboards containing essential call center information are becoming increasingly prevalent in the call center environment. Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. That is beyond question.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Dashboards containing essential call center information are becoming increasingly prevalent in the call center environment. Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. That is beyond question.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 22, 2022

They enable the user to contact any landline, mobile, or even another computer using an Internet-connected laptop, desktop, tablet, or cell phone. In this article, we will discuss the question of how to select a high-quality VoIP system for your contact center remains. And what features should it have?

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52

NobelBiz

FEBRUARY 7, 2022

Businesses can ensure that their consumers spend the least amount of time on the phone and leave with a resolved problem and, perhaps, a grin on their face by implementing a straightforward, hassle-free IVR messaging. How to improve your IVR messaging in 10 easy steps? How can NobelBiz help?

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

NobelBiz

MARCH 6, 2023

And that their issues are resolved in an efficient and timely manner. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores. This information is useful in identifying areas for improvement and optimizing call center operations.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52