NobelBiz

FEBRUARY 27, 2024

Workforce Optimization (WFO) Workforce optimization (WFO) strategies are designed to align the workforce with the incoming demand through efficient scheduling, training, and management of call center staff. IVR systems are integral in streamlining operations and improving customer satisfaction through efficient self-service options​​.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

APRIL 21, 2023

Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team. And that can lead to costly issues like overstaffing or missing service level agreements.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Expivia

OCTOBER 4, 2021

Prioritize Transparency : You need to focus on running your business, not double-checking your call center to ensure they’re delivering on your expectations. (At Collaborate and Calibrate Regularly : Any long-term partnership requires work and communication. Computers, headsets, and contact center software all cost money. .

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Serenova

MAY 29, 2020

Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels. Calibrate regularly. With every service channel you open, you’re offering more convenience.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels. Calibrate regularly. With every service channel you open, you’re offering more convenience.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83