Playvox

APRIL 21, 2023

With digital quality management, analysts can review omnichannel interactions with flexible scoring, gather feedback by question, and calibrate scoring to uncover customer service problems quickly. And that can lead to costly issues like overstaffing or missing service level agreements.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

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. IVR systems are integral in streamlining operations and improving customer satisfaction through efficient self-service options​​.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Serenova

MAY 29, 2020

Calibrate regularly. With every service channel you open, you’re offering more convenience. But people expect all channels to reflect your best service levels and efficiency. Smart and Efficient Self-Service that Augments, Not Replaces, Agents. But not all issues can be resolved through self-service.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Calibrate regularly. With every service channel you open, you’re offering more convenience. But people expect all channels to reflect your best service levels and efficiency. Smart and Efficient Self-Service that Augments, Not Replaces, Agents. But not all issues can be resolved through self-service.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

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 we considering live customer service channels due to poor quality or service levels on our current channels? Regularly evaluate customer interactions and coach agents.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Expivia

OCTOBER 4, 2021

Collaborate and Calibrate Regularly : Any long-term partnership requires work and communication. Phones, headsets, skills-based routing, omnichannel connections, speech analytics, AI (artificial intelligence) , and self-service are some of the many tools of the trade that constantly improve. Have Weekly Calibration Sessions.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. Provide self-service options to your callers, but don’t force these options upon them. Training documentation needs to be updated regularly, and on-going training is important for improving efficiency.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334