NobelBiz

JANUARY 28, 2025

Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating. These are the essential KPIs you should track: First Call Resolution (FCR) Rate : How often are customer issues resolved in the first interaction?

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

NobelBiz

NOVEMBER 26, 2024

Studies show that a 1% improvement in first-call resolution can lead to a 1% increase in customer satisfaction. What call center functionalities are included in the base package? NobelBiz offers superb value for its VoIP and Omni+ solutions, with competitive pricing and no hidden fees.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

NobelBiz

NOVEMBER 19, 2024

Feedback Collection Automating feedback collection through surveys and post-call questionnaires provides costly understandings into customer satisfaction and it reveals areas for improvement—this improves our service quality. Improving First Call Resolution (FCR) has a direct impact on customer satisfaction.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52