NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. RELATED RESOURCE How To Manage The Average Handling Time (AHT) For Contact Centers?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. The beauty of AI customer service is how it can work together with human agents to help both customer and agent. What’s a Chatbot Going to Do for Your Customers? .

Chatbots 148

Chatbots Examples Customer Service Banking 148

rethinkCX

JUNE 12, 2024

Call centers or contact centers are viewed as one of the main points of communication for sales, service and support through multiple channels (i.e.: While Brand Ambassadors manage all interactions, this goes beyond customer satisfaction. phone, email, chat, social media, bots and AI).

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

NobelBiz

MARCH 21, 2023

When a problem arises, the customer expects a quick and efficient resolution. It isn’t easy to satisfy every customer on the first interaction. However, by studying customer experience metrics such as FCR, contact centers can create a balance between customer satisfaction and reducing service costs.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

Bold360

APRIL 1, 2020

COVID-19 has caused massive disruption in the customer service and contact center space, on both the supply side and the demand side. KBS makes it easy to create and update knowledge base content in one place, so it’s instantly accessible to agents and customers across channels.

Knowledge Base 95

Knowledge Base Call Center Self Service Management 95

NobelBiz

SEPTEMBER 30, 2020

Predictive Dialer Purpose & Definition A predictive dialer is just what you imagine when reading the words, as it uses predictive statistical analysis of customer data to determine if, when, and how many calls should be placed from the dialing platform.

Contact Center 52

Contact Center Call Center Abandon Rate Average Handle Time 52

NobelBiz

AUGUST 2, 2022

Reducing call abandonment rate means connecting more with customers in a less impersonal way. To achieve this, you need to implement customer engagement strategies. At the same time, the most effective customer engagement strategies are available in the communication technology space.

Abandon Rate 52

Abandon Rate Call Center Technology Contact Center 52