Noble Systems

JUNE 27, 2019

Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. Outbound IVR can provide personalized messages, administer surveys and other research. Automating and queueing call backs also elevates the customer experience.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

JUNE 22, 2023

Three Ways To Improve Call Initiation Metrics Increase the number of agents available for inbound calls during peak times to provide faster call center support to customers. Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Pointillist

JANUARY 25, 2019

These scores are calculated by using the following formula, with only responses of 4 (satisfied) and 5 (very satisfied) included in the calculation. This is because most CX practitioners believe that using the two highest values on feedback surveys is the most accurate predictor of customer retention.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75