NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

MAY 29, 2020

Performance Management for setting personal targets, benchmarks and achievements for each agent to deliver positive customer interactions. Calibrate regularly. When employees feel supported, they perform better, making it easier to maintain business continuity in crisis. Gauge your QM process for consistency.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Performance Management for setting personal targets, benchmarks and achievements for each agent to deliver positive customer interactions. Calibrate regularly. When employees feel supported, they perform better, making it easier to maintain business continuity in crisis. Gauge your QM process for consistency.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83