NICE inContact

JANUARY 23, 2019

Leaders in key industries across the globe use the company’s data and platforms to solve some of today’s most complex challenges, from fraud to the opioid epidemic to safety for violent crime victims. But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed.

Cloud contact 54

Cloud contact Contact Center Schedule adherence Technology 54

OctopusTech

MARCH 1, 2023

Call centers will also utilize call center tools that assist with the distribution of inbound calls. Depending on the industry, call systems can screen incoming calls and analyze the customer’s request. Call center agents benefit greatly from having access to reporting metrics.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Noble Systems

MARCH 19, 2021

Every business that takes or makes calls, especially to sell to or service customers, essentially has a call center – whether they have hundreds of agents or a handful of agents (or a team of multi-tasking employees). The Best SMB Call Center Solutions and Features.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Hodusoft

DECEMBER 28, 2022

5 metrics to evaluate the success of call center management. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence. The ideal agent utilization rate varies across industries and call types. Here is how businesses can achieve these results.

Best practices 52

Best practices Call Center Metrics call center software 52

Noble Systems

MARCH 22, 2021

They are actively seeking ways to fundamentally improve their contact center operations and enhance patient care , efficiently and effectively. In the first blog in this 2-part series, we discussed the top healthcare contact center trends. 6 Healthcare Call Center Technologies. Contact us today.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Noble Systems

APRIL 14, 2021

The call center industry especially is known for high employee attrition rates. Without the noise and distractions of being surrounded by other agents and calls, agents can focus more on their own calls. The virtual call center solution lets agents work from almost anywhere with a reliable internet connection.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

ViiBE Blog

APRIL 28, 2021

Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry. Call centers and contact centers have industry-specific KPIs to measure agent performance. Implementing service recovery can help improve your first call resolution rate.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98