NobelBiz
FEBRUARY 13, 2024
RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.
NobelBiz
APRIL 18, 2023
The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TLC Associates
JUNE 20, 2019
For starters, your business needs to anticipate 2019 seasonal ticket volumes and scale up your workforce to maintain first call resolution. Abandon Rates – When call volumes increase, there will be an uptick in abandon rates. Let’s start with the timing of your workforce escalation. Overcoming Workforce Shortages.
aircall
MARCH 1, 2021
Despite the many technological advancements in customer service—like the development of chatbots and self-servicing tools—86% of consumers would still rather interact with a real person over a robot. You can also conduct creativity capacity building workshops. Rectify the issue at first contact. Humans do. .
NobelBiz
MAY 9, 2023
In this blog post, we’ll delve into the world of call center dialer optimization, discussing various dialing strategies, common pitfalls, and how to effectively optimize your call center operations for maximum efficiency. Use these metrics to assess their performance and identify areas for improvement.
Expert insights. Personalized for you.
59 
Let's personalize your content