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

JustCall

MARCH 7, 2023

Contact center reporting, and analytics software is a tool that businesses utilize to generate insights for monitoring the call center and agent performance. At the end of the day, contact center analytics software helps businesses improve customer service quality and satisfaction levels by a wide margin.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

SharpenCX

OCTOBER 22, 2019

If you’re not making metrics and real-time data clear and digestible for your team, you’re putting your customer service experience at risk. To help, we’re sharing three example dashboards you can use with agents and team leads to fuel better service levels. Like First Call Resolution and Average Handle Time.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

SharpenCX

NOVEMBER 5, 2019

Maybe you found average handle time for half your agents is 20% longer than their peers. That way if the metrics chart off course, your contact center platform notifies you. They used key findings in their CX to build out a strategy for improved service and loyalty.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Real-time monitoring offers an unparalleled advantage in achieving this goal.

Call Center 52

Call Center Coaching Contact Center Metrics 52

NobelBiz

NOVEMBER 15, 2022

Of course, seasoned contact center professionals will smile with nostalgia, remembering the good old days when the trusted landline call was the only communication channel an agent had to deal with. Brad Butler, Contact Center Software Consultant @ NobelBiz What makes a great unified agent desktop?

Call Center 52

Call Center Contact center software Contact Center First call resolution 52

SharpenCX

FEBRUARY 11, 2020

Wasted idle time equates to an approximate loss of $11,252 per agent per year in unnecessary operational expenses. And apart from the cost to your operations, this paid downtime is detrimental to contact center quality and productivity. Of course, some idle time is necessary to prevent agent burnout.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67