NobelBiz

MARCH 6, 2023

Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. And that their issues are resolved in an efficient and timely manner.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

aircall

DECEMBER 13, 2018

Setting customer support strategy is an exercise in prioritization. There are many valid objectives a team can pursue, but there is a finite amount of time, money, and attention available for allocation. Team Leaders downgraded each of the overall Top-3 by one position and identified reducing customer wait times as their #1 priority.

Surveys 54

Surveys Customer Support B2C CRM 54

Callminer

APRIL 20, 2018

As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. This post will help you zero-in on those technologies and best practices proven to produce results. Adopt Technologies That Align with Your Customers’ Expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

3CLogic

NOVEMBER 10, 2021

Metric standards that don’t make sense. Technology that isn’t up to par. Go Beyond Metrics To Offer Individualized Coaching. Employees who exercise empathy can improve the customer experience , of course, but that same tactic is also a good way to ensure each of your agents feels heard and understood.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

ViiBE Blog

APRIL 28, 2021

This article will teach you how to measure an agent’s performance and other important customer service metrics. Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry. Here are the five KPIs that we will focus on: Average Handle Time.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Taylor Reach Group

AUGUST 23, 2017

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. To understand the metrics and reporting that we should be looking at, we need to look at the reasons that reporting exists in the first place.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

NobelBiz

FEBRUARY 21, 2023

This is a metric that assesses the efficacy and quality of customer service and has a direct impact on customer satisfaction. From a business perspective, the FCR is one of the metrics that have a direct and meaningful impact on the effectiveness of a contact center and, ultimately, on its bottom line.

Best practices 52

Best practices Contact Center Abandon rate Management 52