NobelBiz

FEBRUARY 27, 2024

A well-calibrated IVR system is the cornerstone for intelligent contact center automation. You are looking at a customizable powerhouse of productivity and probably the only piece of software you will ever need to run virtually any omnichannel contact center activity. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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. But your service center can’t afford to tip the scales in the other direction.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Balto

JANUARY 11, 2024

Contact center software, voice of customer software, and quality assurance platforms all commonly contain sentiment analysis tools. One option is to have quality assurance analysts assess starting and ending sentiment for each contact monitored. Some software is able to analyze a call in real-time.

Surveys 52

Surveys Customer Service Contact center software Calibration 52

Expivia

OCTOBER 4, 2021

This ultimate guide can help you figure out what contact center outsourcing is, what its benefits are, and how you can find the customer service right partner. . In this guide, we’ll give you tips and advice on how to manage the relationship with your outsourcing partner. One Point of Contact.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

NobelBiz

MAY 11, 2021

A tip: you should structure the dialogue so that 80% of the time is spent on the prospect and just 20% on your product or service. Better still, you can monitor the script on a daily basis to identify places for change and calibrate your voice. Don’t create a phone script that’s impossible to comprehend and remember.

Scripts 52

Scripts Contact Center Calibration CRM 52

Serenova

MAY 29, 2020

Here are four tips to get started: Address long hold times. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. To get QM right, follow these tips: Establish a framework for success. Calibrate regularly.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Here are four tips to get started: Address long hold times. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. To get QM right, follow these tips: Establish a framework for success. Calibrate regularly.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83