NobelBiz

MARCH 21, 2023

Key Takeaways: You have to pinpoint the exact reason for a low FCR Your call center should be a customer-centric business Proper ongoing agent training and monitoring Call center technology has evolved to deliver proper performance levels, quality, and FCR enhancement. What are the persistent issues?

First call resolution 52

First call resolution Call Center Contact Center Abandon rate 52

NobelBiz

MARCH 5, 2024

Call center reporting maps out the journey thus far, providing a detailed logbook of historical data that helps the operational performance of a call center at any given moment. What are the Benefits of Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. Make use of unified customer views and data collations to achieve this.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Enghouse Interactive

JUNE 17, 2020

This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations. Help Customers Help Themselves with Self-Service. Especially when exceptional situations or needs arise.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

NobelBiz

FEBRUARY 13, 2024

NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. This tool is ingeniously designed to present client information alongside contact details before the call is made.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Serenova

MAY 29, 2020

Crisis presents the uncommon opportunity to deliver customer interactions that build unshakable loyalty. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. With every service channel you open, you’re offering more convenience. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Enghouse Interactive

OCTOBER 21, 2020

That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) especially if it will increase service levels, reduce time wasted, and guarantees a positive outcome.

Self service 76

Self service Contact Center Benchmark Chatbots 76