NobelBiz

MARCH 19, 2024

Historical dashboards serve as invaluable tools for benchmarking performance over time and driving continuous enhancement of service quality. By monitoring call volume trends in real-time and reallocating resources accordingly, supervisors can mitigate the impact of spikes in demand and maintain service levels.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

OctopusTech

MARCH 1, 2023

Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. Call centers should have 5-8 KPIs they use to assess the health of the operation and they should include a mix of operational and customer-related metrics.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

JustCall

MARCH 9, 2023

In simpler words, if there’s a steep learning curve with your call center software, your agents will need guidance in the form of consistent training. Remember that even the smallest of technical snag can lead to prolonged wait times and by extension, frustrated and angry customers.

Call Center 52

Call Center call center software Construction Best practices 52

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Find Out the Rest of the Trends: Contact Center Trends 2021. Historic Call Center & Customer Experience Trends. Social Media ? Up from just 2.2%

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176