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Call Center optimization: Tools and best practices to increase performance

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. 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. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 104
Best practices Call Center Interactive Voice Response First call resolution 104
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Call Center Quality Management: A Comprehensive Guide to Improving Customer Satisfaction and Agent Performance

NobelBiz

APRIL 3, 2023

Evaluate Performance : Once calls have been monitored, the next step is to evaluate agent performance. This involves reviewing the calls and providing feedback to agents on their performance. Feedback should be specific, constructive, and actionable.

Quality management 52
Quality management Call Center Management Calibration 52
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