Quality Contact Solutions

MAY 4, 2021

Regularly held calibration sessions between the client and the outsourcer are essential, especially at the beginning of the partnership. Tina has over 25 years of call center experience with both inbound and outbound B2B and B2C programs. The purpose is to ensure alignment and course-correct as needed.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

NobelBiz

FEBRUARY 27, 2024

A well-calibrated IVR system is the cornerstone for intelligent contact center automation. In a B2C scenario with relatively short talk times, agents can go from an average of four contacts per hour (manual dialing) to 16 or more contacts per hour using a predictive dialer. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

MAY 9, 2023

Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM. Use Case: Because it tends to get better and better as more data is thrown at it, the Predictive Dialer performs best with large outbound campaigns, usually suited for the B2C niche.

Best practices 98

Best practices Call Center Gamification Contact center software 98

delighted

MARCH 24, 2020

Now, fast service, or at least clear expectations on fulfillment and onboarding timelines, are table stakes for B2B and B2C retail, software, and services. The right customer experience platform can calibrate plans to your needs, and help with analysis and reporting. How companies improve fulfillment using customer feedback.

Customer retention 42

Customer retention Customer Experience Real estate Surveys 42