Call Design
JULY 6, 2021
This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Forecast Accuracy.
Customer Service Life
NOVEMBER 15, 2020
Calibrate with contact center leadership, making adjustments to the process until you feel that it’s helping you achieve the mission. Are customers able to self-solve issues using our knowledge base and other self-help resources and how often? Regularly evaluate customer interactions and coach agents.
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NobelBiz
APRIL 18, 2023
A well-calibrated IVR system is the cornerstone for intelligent contact center automation. Implementing omnichannel strategies that enable customers to interact with the contact center through multiple channels seamlessly helps increase efficiency by reducing wait times and improving first-contact resolution rates.
Callminer
AUGUST 1, 2017
Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. From my past experience, a lot of my customers were frustrated with the agent and their inability to solve their issue, which resulted in lots of transferred calls and long wait times.
JustCall
APRIL 5, 2023
The Virtual Agent leverages cutting-edge technology like Natural Language Processing (NLP) and Machine Learning to follow customizable algorithms based on business rules. When trained and calibrated correctly, the virtual agent can seamlessly guide callers to the correct resolution through self-servicing.
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