SharpenCX

MAY 13, 2020

In a recent Harvard Business Review article, Nancy Durate of Durate, Inc. The dashboard highlights CSAT, Average Handle Time and First Contact Resolution. You have to communicate the “why” behind each metric you share – and why viewing and tracking those metrics in daily, weekly, or monthly dashboards matters.

Call Center 76

Call Center Metrics Benchmark Contact Center 76

NobelBiz

JULY 23, 2024

Implementing omnichannel call center software can change the way insurance providers interact with clients. In this article, we’ll talk about how How Omnichannel Call Center Software can help Insurance Agencies How Insurance Providers Can Benefit From Call Center Software 1.

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call center software Call Center Interactive Voice Response Coaching 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Look no further!

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Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

JANUARY 16, 2024

So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center? The key to achieving these goals lies in implementing strategic call center campaigns. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

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Call Center Interactive Voice Response Contact Center Inbound sales 52

SharpenCX

NOVEMBER 26, 2019

Employees are three times more likely to work for a company with a strong sense of purpose according to research out of Mercer. But a recent Forbes article found only 13% of companies surveyed have an employee value proposition that’s connected to their purpose and mission. Connect your team to purpose.

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Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

Employees are three times more likely to work for a company with a strong sense of purpose according to research out of Mercer. But a recent Forbes article found only 13% of companies surveyed have an employee value proposition that’s connected to their purpose and mission. Connect your team to purpose.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

NobelBiz

JUNE 4, 2024

In this comprehensive guide, we’ll dive into the nuances of customer service in call centers, exploring everything from the evolution of call centers to the latest trends and best practices. What is a Customer Service Call Center? Related Article What is Computer Telephony Integration in Call Centers?

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Call Center Interactive Voice Response Customer Service contact center solutions 52

NobelBiz

MAY 2, 2023

This article is based on a recent discussion between the two experts within the NobelBiz Webinar Series , hosted by Brad Butler, a highly-skilled professional with more than ten years of experience in the contact center space. Many of the unique webinar’s talking points are expanded here in this article.

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Contact Center Average Handle Time Call Center CRM 52

NobelBiz

FEBRUARY 14, 2022

In this article, we will examine the most critical agent performance indicators and how to manage them in contact centers. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

NobelBiz

MARCH 14, 2022

So the question is: How to build great outbound campaigns for your contact center? In this article, we will discuss 5 easy ways to create a successful outbound strategy and approach for your business. Create an efficient outbound plan for your contact center What is the best method to build an outbound calling strategy?

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Contact Center Scripts Average Handle Time Cloud contact 52

NobelBiz

SEPTEMBER 30, 2020

Agent-Related: it detects how many agents are available, makes a decision based on the skills they have to route the inbound call (though DNIS or a different routing method); it uses real-time statistics to see the average handling time of each agent per type of issue and determines what timeframes are most convenient to place calls.

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Abandon Call Abandon rate Average Handle Time Contact Center 52

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Utilize comprehensive CRM software that allows for easy monitoring, analysis, and reporting of lead generation metrics.

Call Center 52

Call Center Scripts CRM Contact Center 52

NobelBiz

OCTOBER 18, 2021

Contact centers require more than just assigning an agent to each phone; attrition also plays a role in determining how many agents are needed to service each client. The name of this metric and Key Performance Indicator is the Call Center Shrinkage.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

FEBRUARY 22, 2023

Contact centers require more than just assigning an agent to each phone; attrition also plays a role in determining how many agents are needed to service each client. The name of this metric and Key Performance Indicator is the Call Center Shrinkage.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

NOVEMBER 15, 2022

The notion of a unified agent desktop has become an essential cog in the wheel of an efficient contact center. In this article, we shed light on the components of an effective unified agent desktop and its significance in modern customer service settings. What is a Unified Agent Desktop? It’s tricky, right?

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Call Center Contact center software Contact Center First call resolution 52

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

TLC Associates

NOVEMBER 19, 2019

Average handle time (AHT) isn’t mentioned – This is a clear coaching faux pas. Keep these questions in mind as you take the tour with the contact center vendor. Will your software integrate with our internal tools? Schedule an on-site contact center visit at one of our TLC locations and prepare to be wowed!

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Contact Center outsourcing Coaching Average Handle Time 40

NobelBiz

JULY 18, 2023

In this article, we will elaborate on the key elements that underlie the success of contact centers. We will also explore best strategies to optimize contact center operations, potential challenges, and best practices to overcome them. AHT AHT is an abbreviation for Average Handling Time.

Management 52

Management Contact Center Self service Metrics 52

NobelBiz

FEBRUARY 27, 2023

In this article, we will elaborate on the key elements that underlie the success of contact centers. We will also explore best strategies to optimize contact center operations, potential challenges, and best practices to overcome them. AHT AHT is an abbreviation for Average Handling Time.

Contact Center 52

Contact Center Self service Metrics Wait times 52

NobelBiz

JUNE 19, 2023

From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights.

Call Center 52

Call Center Coaching Contact Center Metrics 52

NobelBiz

FEBRUARY 21, 2023

Talking about efficiency, our Omnichannel Contact Center Software is a champion in that. With its intuitive interface and buil-in analytics and reporting engine, it is the go-to solution for contact centers to improve their efficiency, and ensure the accuracy and exactitude f collected data.

Best practices 52

Best practices Analytics Contact Center Coaching 52

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. This results in extended average handling times , lower resolution rates, and more churn.

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Analytics Contact Center Call Center call center workforce 52

Call Experts

JULY 28, 2022

Contact center support can help you provide 24/7 support to your customers, regardless of where we are located in the world or what time it is in their region, which increases customer satisfaction and loyalty levels. What Is A Contact Center?

Contact Center 52

Contact Center Interactive Voice Response Scripts outsourcing 52

NobelBiz

FEBRUARY 22, 2022

They enable the user to contact any landline, mobile, or even another computer using an Internet-connected laptop, desktop, tablet, or cell phone. In this article, we will discuss the question of how to select a high-quality VoIP system for your contact center remains. And what features should it have?

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voip Contact Center Interactive Voice Response Telecommunications 52

NobelBiz

MARCH 6, 2023

As the adage goes, “Lost time is never found again.” 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.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

NobelBiz

FEBRUARY 7, 2022

In this article, we’ll take a look at Interactive Voice Response messaging and what it is. Also, because agents are no longer compelled to solicit clients for comments, such a message might reduce important KPIs such as the average handling time (AHT). Why does IVR messaging enhance customer experience?

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Interactive Voice Response Contact Center contact center solutions Feedback 52

NobelBiz

APRIL 5, 2022

However, managing a contact center doesn’t come without its challenges and risks. In this article, we detail 10 of the biggest Risk Factors that most Contact Centers face And How To Resolve Each One of Them. Why is managing risk factors so important in the contact center industry?

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Contact Center Interactive Voice Response First call resolution Call Center 52

Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. What is Average Handle Time (AHT)?

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Average Handle Time Abandon rate Call Center Interactive Voice Response 52

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. How long does it take agents to handle an inbound call or inquiry?

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Contact Center Coaching Schedule adherence Abandon rate 74

NobelBiz

AUGUST 28, 2023

Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional. In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

SharpenCX

MARCH 5, 2020

Average handle time decreases because agents don’t waste time searching for information. Or, when there’s no lifeboat in the shape of a “contact us” button in a sea of self-help articles that aren’t actually all that helpful. Getting rid of a key cause of customer frustration.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

SharpenCX

OCTOBER 29, 2019

Either way, an intense focus on your call center reporting metrics has the opposite effect of what they were designed to do… which is to make your customer experience better. A recent HBR article, Don’t Let Metrics Undermine Your Business , outlined the adverse effects of giving metrics too much weight. Average Handle Time.

Metrics 64

Metrics Call Center Customer Service Coaching 64

NobelBiz

AUGUST 11, 2022

In this article, find out: How Cloud-Based Contact Center Solutions – CCaaS increase flexibility and agent productivity? Why CCaaS flexibility is so important for call centers? Your teams will appreciate the time saved, which increases metrics such as Average Handling Time , Contact Rate, and Average Waiting time.

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contact center solutions Contact Center Interactive Voice Response Cloud contact 52