NobelBiz

FEBRUARY 27, 2024

By ensuring that the right number of agents, with the appropriate skill sets, are available at the right times, call centers can significantly improve their service levels and customer satisfaction. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Call Design

JULY 6, 2021

Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Net Promoter Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

SharpenCX

JANUARY 26, 2021

He had to brag about the ease of the interaction when he called FedEx to check on a lost delivery. FedEx’s IVR prompted him to fill in some personal information, and it asked questions to route him to the right agent. Once he hit the right agent (and fast), he was thrilled to learn that FedEx’s systems all calibrated to work together.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

Vcaretec

SEPTEMBER 11, 2023

We provide specialised solutions that are matched to your unique company requirements while upholding an exceptional level of service. Because of the technical knowledge of our team and our commitment to upholding your Service Level Agreements (SLAs), you can count on us to consistently produce results that satisfy your requirements.

outsourcing 52

outsourcing Call Center Multi-channel support Calibration 52

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334