Noble Systems

APRIL 21, 2020

VoIP via home broadband along with a VPN connection to the corporate network will provide secure access to enterprise applications such as CRM, workforce engagement, analytics, and gamification systems. Be sure that IVR routing helps customers get to the information they need as quickly and efficiently as possible.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

Dialer 360

SEPTEMBER 14, 2022

Schedule Adherence. The agent’s adherence to their timetable is indicated by this metric. Monitoring Software, VoIP method of calling, Autonomous AI Dialers and are technologies to name a few. You can assess the agent’s capacity for effective time management.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Babelforce

NOVEMBER 30, 2022

Do you know your DTMF IVRs from your ACDs? Usefully calculating and interpreting ATA depends on whether or the contact center uses an IVR system – this is complicated by the fact that customer can either hang up from frustration, or because the IVR answered their query. This does not include time spent navigating an IVR system.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52