NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

FEBRUARY 22, 2023

This is accomplished by tracking the different touchpoints a client has with the contact center, such as hold time, number of calls made, and other pertinent metrics from the self-service system. Metrics are then saved in your call center software’s database.

Analytics 52

Analytics Call Center Big data Contact Center 52

aircall

NOVEMBER 4, 2016

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. This is immensely helpful to call center agents and managers alike. The filtering criteria can include agent language, type of issue, geographic location of the call, etc.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

aircall

NOVEMBER 4, 2016

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. This is immensely helpful to call center agents and managers alike. The filtering criteria can include agent language, type of issue, geographic location of the call, etc.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54