ViiBE Blog

APRIL 28, 2021

So how can you evaluate a call center agent’s performance? This article will teach you how to measure an agent’s performance and other important customer service metrics. Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry.

Call Center 98

Call Center First Call Resolution Average Handle Time Virtual Call Center 98

CSM Magazine

SEPTEMBER 18, 2024

Improper Performance Measuring Solution : Set clear Key Performance Indicators (KPIs) and regularly review call center metrics and the actual call center agent performance. For example, KPIs could include things like average call handling time, customer satisfaction scores, or first call resolution rates.

Call Center 52

Call Center First Call Resolution How To Customer Satisfaction 52

NobelBiz

JULY 23, 2024

Omnichannel call center software enhances productivity by automating repetitive tasks, allowing agents to focus on complex customer issues. Features like call recording and real-time coaching support continuous improvement through immediate feedback and targeted training.

Call Center 52

Call Center Insurance Omni-Channel Software 52

NobelBiz

FEBRUARY 22, 2023

That is why Call center analytics enables you to collect and analyze customer data to prioritize them. These reports also improve your call center and business intelligence by providing actionable data and metrics. Metrics are then saved in your call center software’s database.

Call Center 52

Call Center Analytics Contact Center How To 52

Talkdesk

NOVEMBER 10, 2016

Your call center is an integral piece in your company’s customer satisfaction, sales volume and business efficiency goals. With so many critical business metrics tied to your call center, it’s easy to see why selecting the right technology and process is so important. PBX vs. Call Center Software?

Call Center 40

Call Center Software First Call Resolution Call Center Solutions 40

Talkdesk

NOVEMBER 10, 2016

Your call center is an integral piece in your company’s customer satisfaction, sales volume and business efficiency goals. With so many critical business metrics tied to your call center, it’s easy to see why selecting the right technology and process is so important. PBX vs. Call Center Software?

Call Center 40

Call Center Software First Call Resolution Call Center Solutions 40

NobelBiz

FEBRUARY 13, 2024

Call Whispering Call whispering allows supervisors to coach agents during live calls by providing them with information or advice without the customer hearing, improving the quality of service in real-time. Call whispering is not just a feature; it’s a strategy for excellence.

Call Center 59

Call Center Self Service Software Contact Center 59