InMoment XI

JULY 25, 2024

Think of Your Employees It is no secret that contact center agents have a high level of attrition, with some reports saying that the average annual attrition rate has jumped to as much as 80%, even as contact center interactions have increased.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. The AHT is a KPI that contact centers always strive to improve. But, how is the Average Handling Time (AHT) calculated?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

NobelBiz

FEBRUARY 14, 2022

AHT – The Average Handling Time in call centers The average handling time is the amount of time it takes for a customer to interact with an agent in a call center. That’s why when you are managing the average handling time (AHT), you need look at it very carefully.

Metrics 52

Metrics Contact Center Management Call Center 52

NobelBiz

FEBRUARY 21, 2023

Dashboards containing essential call center information are becoming increasingly prevalent in the call center environment. Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. That is beyond question.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Dashboards containing essential call center information are becoming increasingly prevalent in the call center environment. Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. That is beyond question.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 7, 2022

First, note all the regular phone and e-mail inquiries during your campaign. Understand why your callers contact you and their most pressing concerns and then alter the IVR structure to prioritize the most often picked options. According to a study, 62% of customers prefer to contact with businesses via email for customer support.

Contact Center 52

Contact Center Omni-Channel Average Handle Time Consumers 52

NobelBiz

AUGUST 11, 2022

Customer engagement in call centers has expanded beyond the phone with the introduction of digital communication channels in the contact center sector (Facebook, Twitter, webchat, etc.). When it comes to cloud contact center systems, there are a lot of options out there. But NobelBiz Omni+ is different.

Contact Center 52

Contact Center Call Center Multi-Channel Abandon Rate 52