NobelBiz

JANUARY 3, 2024

Navigating Regulatory Complexities: A Proactive Approach The legal landscape for call centers is becoming more intricate with new regulations and privacy laws. Call centers must invest in tools and training to ensure adherence to evolving regulations while maintaining operational efficiency.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

ProProfs Chat

DECEMBER 22, 2020

You can even use transcripts to train your agents and help them understand how they should interact with customers in different situations. To create a unified conversational experience at your contact center, it is important to have a live chat that integrates with multiple platforms at the same time. Work on reducing call hold times.

Contact Center 86

Contact Center How To Call Center Knowledge Base 86

Think Customers

JULY 8, 2019

Once hired, trained, and placed in a live environment, these highly trained expert associates often spend up to 35 percent of their time handling misdirected calls from people who see the enrollment phone number and call about something else, like a claim question. Find the right labor mix.

Insurance 40

Insurance Self Service Call Flow Average Handle Time 40

NobelBiz

MARCH 1, 2021

With cloud contact center solutions, you get true intelligent call management software. In other words, all call flows are centralized, but the load is automatically distributed among your different parties based on the agents available at any given time. Even if your agents are physically unable to get to the office.

Contact Center 52

Contact Center Call Center Virtual Call Center Call Flow 52

Myra Golden

APRIL 11, 2023

Strategy 1: Optimize Agent Training and Performance Optimizing agent training and performance is the first strategy for maximizing your contact center’s potential. Contact centers can optimize performance by implementing a training program that focuses on developing the skills and knowledge of your agents.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Call Experts

APRIL 14, 2023

IVR solutions help reduce call wait times and minimize call handling costs, providing cost savings for businesses. Moreover, IVR systems can provide timely and relevant information, such as company updates, announcements, or training materials, ensuring that employees stay updated on essential matters.

System 52

System Self Service Call Center Wait Times 52

NobelBiz

JANUARY 17, 2022

Call Center agents’ main goal is to handle as many calls as possible effectively and without wasting time. However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. Every day, successful training saves time!

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

NobelBiz

FEBRUARY 22, 2023

Badly trained call center agents, information fragmentation across systems, a non-existent or poorly documented knowledge base, numerous individuals managing the same issue, and so on. Shorter calls equate to more calls per agent and higher income. How can technology be used to drive low AHT? Excellent instruction.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

Badly trained call center agents, information fragmentation across systems, a non-existent or poorly documented knowledge base, numerous individuals managing the same issue, and so on. Shorter calls equate to more calls per agent and higher income. How can technology be used to drive low AHT? Excellent instruction.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 7, 2022

The time and effort put into developing your IVR will immediately pay off. In addition, call redirection reduces the amount of time your agents spend on the phone and, as a result, your clients’ wait time. Quality communications save time not just for your organization but also for your consumers!

Contact Center 52

Contact Center Omni-Channel Average Handle Time Consumers 52

NobelBiz

APRIL 18, 2022

As a contact center leader, you must focus on 3 aspects: Call Center Management Call center management encompasses all activities taking place in a call center. Of all the elements in your company, call center management is the most critical.

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

JUNE 1, 2021

Customers seldom have a favorable impression of customer service and are ready to share their displeasure with them: Long wait times, several service transfers, too confusing IVRs… Traditional contact centers frequently operate in isolation. What are the advantages of using CCaaS software?

Contact Center 52

Contact Center Multi-Channel Call Center Software 52