NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. By streamlining operations, call centers can significantly reduce wait times, which normally is a common source of customer frustration. Hold queues and smart call routing play a pivotal role. This increases the likelihood of first-call resolution.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

APRIL 18, 2022

Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work. Data such as average call handling time and initial call resolution rates can be used by call center managers to track individual development.

Call Center 52

Call Center Contact Center How To Gamification 52

SurveySparrow

MARCH 21, 2023

Net Promoter Score (NPS): One of the simplest and most effective ways to measure customer experience, NPS asks a simple question. NPS responses are segmented into three groups: Promoters (scores of 9 and 10), Passives (scores of 7 or 8), and detractors (scores from 0 to 6). NPS= (% of Promoters) – (% of Detractors).

B2B 52

B2B Customer Journeys Customer Experience B2C 52