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What is Virtual Contact Center Software?

Babelforce

Advantages of using virtual contact center software. Cloud contact centers are designed to work like the traditional call center, but the virtual contact center software gives them many advantages over their conventional physical counterparts. Seamless integration with third-party CRM tools from a single interface.

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How To Measure The Service Level In Call Centers?

NobelBiz

Since SL is a KPI, specific contact centers may use alternative definitions to their advantage to manipulate the data. Calls that are dropped are one method for doing this. Some may not count abandoned calls within the first five seconds, while others may limit it by excluding them from the number of calls available.

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What is a call center dashboard and what does it do?

NobelBiz

Call Volume : Monitoring fluctuations in call volume helps in resource allocation and capacity planning. Missed Calls: Tracking missed calls enables proactive measures to minimize customer frustration and loss of potential business.

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How Does a Predictive Dialer Work

NobelBiz

Also, because of the predictive mode, call centers regularly see a significant drop in call waiting times , which eventually leads to a reduction in abandoned calls.

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Call Routing: Functionalities, Advantages and Strategies for Contact Centers

NobelBiz

Call routing is the process of connecting a caller to the most appropriate agent during an inbound call, and it’s a crucial component of your call center performance. At NobelBiz we have 20 years of experience delivering comprehensive and tailored solutions for contact centers all around the world.

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Automate Follow-ups from Tickets in Cloud Helpdesk Software (Here’s How!)

Babelforce

VIP abandoned a call? Abandoned calls are always worth a closer look – especially when that call is from a VIP. So why not create a ticket for the abandoned call that automatically schedules an outbound call from an agent? Out of hours contact attempt? Here are a few examples.

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5 Tips for Managing Remote Call Center Agents

NobelBiz

We recommend using a cloud-based communication platform like a cloud contact center solution for example, which allows you to contact your team members directly from your computer or mobile device. You need to provide your employees with tools that allow them to stay connected and productive at all times.