NobelBiz

APRIL 18, 2023

Benchmarking Against Industry Standards Benchmarking against industry standards helps operations managers gauge their team’s performance relative to competitors. Why is benchmarking important? You can learn more about call center gamification in this workshop episode.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

FEBRUARY 21, 2023

Talking about efficiency, our Omnichannel Contact Center Software is a champion in that. With its intuitive interface and buil-in analytics and reporting engine, it is the go-to solution for contact centers to improve their efficiency, and ensure the accuracy and exactitude f collected data.

Best practices 52

Best practices Analytics Contact Center Coaching 52

SharpenCX

MARCH 24, 2020

Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. First Contact Resolution.

industry standards 52

industry standards Metrics Call Center Wait times 52

NICE inContact

NOVEMBER 9, 2018

Workforce management (WFM) software can help. WFM software is no longer for big contact centers. Look for a solution that is tightly integrated into your contact center software. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

NobelBiz

NOVEMBER 26, 2021

Here are some of the most successful indicators for assessing your contact center effectiveness: The speed at which agents can address client concerns and complaints. Your agents’ average time in comparison to industry standards. The number of dropped calls, due to a shortage of agents available.

Best practices 52

Best practices Management Contact Center Cloud contact 52

JustCall

MARCH 9, 2023

Create Policies, SOPs, and Benchmarks A clear set of instructions and policies is necessary for any machinery or operation to execute flawlessly. The same concept applies to your contact center strategies as well. It is one of the most coveted and popular technologies that almost every contact center employs.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40