NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Calabrio

MARCH 4, 2025

Streamlined Operations, Efficient Agents Omnichannel contact center software streamlines operations by consolidating all communication into a single platform. Agents have a 360-degree view of the customer journey, reducing handling time and improving first-call resolution.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. You can pair this with gamification that encourages learning. These advanced center solutions guide agents with the appropriate script and their next best action—all based on what is happening on the live call.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

City Communications

FEBRUARY 22, 2019

There are several options to address this, including raising pay, limiting total numbers of calls handled, and instituting gamification options to take advantage of natural competitive urges. Dissatisfied customers are likely planning to leave, by some reports, and this makes first-call resolution vital.

Quality management 61

Quality management Contact Center Management Gamification 61

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). Agent turnover, monotony, and lack of engagement are some of the problems contact center managers have to deal with daily.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

USAN

MAY 19, 2022

Technology has the power to help contact centers more effectively measure, monitor, and improve agent performance. Typically, it offers some type of quantitative scoring system based on anything from average call handle time to first call resolution percentage. That’s the issue with quantitative monitoring.

Technology 52

Technology Gamification Contact Center First call resolution 52

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. You can pair this with gamification that encourages learning. These advanced center solutions guide agents with the appropriate script and their next best action—all based on what is happening on the live call.

Call Center 52

Call Center Scripts contact center solutions Coaching 52