NobelBiz

DECEMBER 19, 2023

Brayan Carpio Senior Call Center Manager, Call4You Marketing Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Call Center 106

Call Center Management Wait times Contact Center 106

NobelBiz

MARCH 5, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. The post What Is Call Center Reporting & How Does It Work?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

AUGUST 21, 2023

First, assess what a “good” first impression means to you and your customers. Fast resolution times? Then, make it SMART by setting smaller goals and adding in KPIs and parameters: “Increase first call resolution by X% within Y [days, months, years].” Consistent, branded messages? Friendly agents?

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

NobelBiz

JULY 25, 2023

Reporting: The Blueprint of Action The culmination of the analytics process, reporting, provides a distilled view of insights: Dashboards: Visual interfaces show real-time data like call volumes, average handling time, first call resolution rate, and customer sentiment. Watch a short video demo here.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. These advanced center solutions guide agents with the appropriate script and their next best action—all based on what is happening on the live call. The most successful contact centers take it further.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Enghouse Interactive

JULY 27, 2020

In this blog, we’ll cover some of the capabilities that will be explored in the upcoming Enghouse Interactive ‘Seeing is Believing’ demo webinar.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

ViiBE Blog

AUGUST 11, 2021

Key Performance Indicators (KPIs) exist to measure the performance of individual employees or contact centers as a whole. ViiBE sends a quick after-call survey to measure KPIs like first call resolution (FCR) , net promoter score (NPS) in real-time. Like ViiBE, many CRM solutions are also moving to the cloud.

Contact center software 52

Contact center software Contact Center CRM contact center solutions 52