ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

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Contact Center Interactive Voice Response Average Handle Time outsourcing 52

NobelBiz

MARCH 6, 2023

And it perfectly suits our topic for this article. Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. As the adage goes, “Lost time is never found again.”

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Abandon Call Contact Center Agent burnout Abandon rate 52

Babelforce

JULY 29, 2021

A standard version of service level is 80% of calls answered within 20 seconds. When calculating service level, you must decide whether or not to include abandoned calls. #5 FCR is the percentage of calls or contacts you resolve without needing a follow-up. 11 Longest waiting call. 5 First contact resolution (FCR).

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Babelforce

NOVEMBER 25, 2021

The right automation will help you: Bring up customer information for agents when they answer the call Take care of time-consuming manual work like data entry Intelligently route customers to the agents who are best suited to help. If you want more ideas for cutting AHT, this article has you covered.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. What Is Call Center Productivity? Optimizing your missed call rate goes hand in hand with improving your contact center productivity.

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Call Center Interactive Voice Response Average Handle Time First call resolution 52