NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. Agent Screen Capture: Monitoring and improving agent performance is a continuous challenge in call center optimization.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

FEBRUARY 15, 2023

After reviewing the calls, the team reviews the employee handbook to ensure they’re complying with the standard agents are using. Once this is complete, the team reviews the call logs to ensure they’re maintaining the necessary standards in line with the standard they established for the category of calls.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Tenfold - Contact Center Blog

DECEMBER 28, 2017

In addition to answering their calls via the desktop, contact center executives can also use other functionalities including hold, transfer calls, etc. They can also upload their call notes directly to the CRM to share updates with the entire team. Call logs are automatically entered into the CRM itself.

call center workforce 54

call center workforce Call Center Technology Management 54