InMoment XI

JANUARY 10, 2024

Metrics may include factors like average handling time, first contact resolution, customer satisfaction scores, and adherence to scripts or guidelines. Transcription Services Contact centers often deal with a significant volume of audio data, including customer service calls, feedback voicemails, and internal meetings.

Contact Center 260

Contact Center Omni-Channel Customer Satisfaction Retail 260

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

SEPTEMBER 12, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? Measuring Talk Time is like clocking the duration of a 100m dash – it seems straightforward, but there’s more to it than meets the eye. Feedback Loop Creating a feedback loop is integral to agent improvement.

Call Center 52

Call Center Metrics Contact Center Customer Satisfaction 52

NobelBiz

FEBRUARY 21, 2023

It is the process of collecting and analyzing data about the performance and operations of a contact center which are utilized to gain insight and identify improvement areas. On one hand, reporting refers to data collection on various metrics, such as customer satisfaction, call volume, agent performance, and other relevant KPIs.

Contact Center 52

Contact Center Report Analytics Self Service 52

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. Call center technology refers to these different software and hardware tools used to run a call center. Which software is used in call centers? Contact Center.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

NobelBiz

MAY 2, 2023

Low Conversion Rates Low conversion rates may result from untrained agents, lack of a compelling value proposition, the inability to establish rapport with prospects, and last but not least, a subpar CRM that is not in sync with your contact center software. Let’s dive in a little deeper.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

JUNE 19, 2023

In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights. What is Real-Time Monitoring? This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52