NobelBiz

MARCH 5, 2024

Transfer Rate : A lower transfer rate suggests that agents are well-equipped to handle a wide array of customer issues, promoting first-call resolution and enhancing customer satisfaction. Nobelbiz’s reporting software is designed with built-in security features, ensuring that your data is not only insightful but also protected.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

JustCall

OCTOBER 25, 2023

These include: Providing training in time management techniques to help agents handle tasks efficiently. Best Practices for Post-Call Surveys Now that we’ve established the critical role of agent performance, let’s explore how post-call evaluation can help you elevate it.

Surveys 52

Surveys Best practices Feedback Metrics 52

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). Why is benchmarking important? Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52