NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Hold Queues : Ensures calls are answered promptly, minimizing wait times. Achieving these goals requires a special balance between the human touch and technological innovation.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 79

Self service Contact Center Chatbots First call resolution 79

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), Read more about this concept here.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

NobelBiz

SEPTEMBER 12, 2023

OMNI+ automatically starts the timer when agents begin speaking and intelligently pauses it during hold times, ensuring precise measurements. Pros and Cons of Using Talk Time Metric Like any tool in the shed, Talk Time has its strengths and limitations. Feedback Loop Creating a feedback loop is integral to agent improvement.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Talkdesk

JULY 16, 2019

However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy. What’s more, scaling up your team requires more workforce management resources directed toward even more performance and quality management personnel.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

NobelBiz

FEBRUARY 14, 2022

After-call work time The after-call work time calculates the time required for call center agents to perform their tasks following each call. This indicator enables managers to assess agents’ success in performing needed post-call work and to determine how much time should be devoted to post-call work.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. EnghouseUC has an elegant, intuitive GUI [see above] that simplifies and accelerates interactions and will help reduce wait times by handling multiple queries simultaneously. Single-Sourced. Always Accessible.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67