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 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). A well-calibrated IVR system is the cornerstone for intelligent contact center automation. Everything you need to know.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM.

Best practices 98

Best practices Call Center Gamification Contact center software 98