NICE inContact

NOVEMBER 28, 2018

Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence. Our example is based on a hypothetical, 15-seat contact center servicing roughly 3,000 weekly interactions. Here is an example* of how improving these KPI’s can lead to big savings.

Contact Center 48

Contact Center Schedule adherence Average Handle Time First call resolution 48

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Cloud contact center software systems offer smaller teams the benefits of the same tools and technologies used by big businesses.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Noble Systems

JUNE 27, 2019

Ultimately, your unique business needs will determine what is included in your cloud contact center system. However, there are some technologies and capabilities that are must-haves for all cloud contact center deployments – here are the ten most essential. Speech analytics is another essential for cloud contact centers.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Babelforce

NOVEMBER 30, 2022

Schedule adherence. Call center schedule adherence is a percentage measure of how well agents stick to their schedules. High adherence rates demonstrate that people are working when they are supposed to, which keeps queue times down and helps to split traffic between agents. Cloud contact center.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52