NobelBiz

APRIL 18, 2023

It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. The average call handling time (AHT) is one of the oldest and most important key performance indicators (KPI) for contact center performances. Everything you need to know.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

FEBRUARY 22, 2023

That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. In this article, we will identify the key sources of friction during a customer care interaction and share a couple of solutions on how to solve them.

Interactive Voice Response 52

Interactive Voice Response Wait times Call Center Abandon Call 52

NobelBiz

FEBRUARY 18, 2023

That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. In this article, we will identify the key sources of friction during a customer care interaction and share a couple of solutions on how to solve them.

Interactive Voice Response 52

Interactive Voice Response Wait times Call Center Abandon Call 52

NobelBiz

APRIL 18, 2022

IVR – Interactive Voice Response The IVR – Interactive Voice Response is no longer merely a time management tool. Contact centers benefit from a versatile solution when using an interactive voice server, as they can: Control call flows.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

NobelBiz

DECEMBER 19, 2021

Many contact centers seek an abandoned call rate between 5% and 8%. This statistic may be used to evaluate the customer experience by comparing your services and assessing the relative efficacy of various customer care initiatives. This, however, does not account for callers that called the incorrect number.

Abandon rate 52

Abandon rate Contact Center Abandon Call Wait times 52

NobelBiz

JANUARY 17, 2022

It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. The average call handling time (AHT) is also one of the oldest and most important key performance indicators (KPI) for contact center performances.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

NobelBiz

APRIL 5, 2022

Implement a successful strategy IVR Customers frequently describe a disappointing experience as a result of an inefficient Interactive Voice Response (IVR) system that provides unclear alternatives, routes their call to the incorrect persons, or misinterprets their input.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52