NobelBiz

OCTOBER 31, 2023

Join Brad as he explores the value of customer experience, personalization, and crucial metrics to navigate the ever-evolving landscape of customer service. Role-playing exercises, real-life case studies, and feedback sessions can be invaluable in this regard. This ensures reduced wait times and a more efficient resolution process.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

NobelBiz

MARCH 6, 2023

This can reduce customer wait times and ensure that agents promptly address their issues. And that their issues are resolved in an efficient and timely manner. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

NobelBiz

JANUARY 17, 2022

Understanding how to properly monitor your AHT is critical if a company wants to successfully outsource its contact center. Average handling time varies according to a business’s customer experience philosophy, the products/services it delivers, and the organizational structure of its support group. To put it another way?

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

NobelBiz

SEPTEMBER 5, 2023

Telemarketing and call center operations form the backbone of many businesses, enabling them to connect directly with their audience. Within this framework, the twin metrics of connection rate and contact rate play pivotal roles. It’s a pivotal metric that profoundly influences a call center’s performance.

Contact Center 59

Contact Center Telemarketing Telecommunications Call Center 59