NobelBiz

FEBRUARY 27, 2024

By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​. This capability allows customers to resolve their issues without the need for direct interaction with an agent, leading to faster resolution times and reduced call volumes for more complex queries.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

MAY 9, 2023

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. Utilize IVRs or agentless seats to manage and distribute inbound traffic to the proper department. Gamification is one of the most effective training methods that fosters both loyalty and efficiency.

Best practices 98

Best practices Call Center Gamification Contact center software 98