NobelBiz

FEBRUARY 27, 2024

Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

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). Incorporating advanced technology into your call center can significantly boost productivity and efficiency.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Monitor all calls, but take a closer look at those with VIPs, high-dollar values and those where customers are following up on an issue. Calibrate regularly. Gauge your QM process for consistency.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Monitor all calls, but take a closer look at those with VIPs, high-dollar values and those where customers are following up on an issue. Calibrate regularly. The Cloud. Gauge your QM process for consistency.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83