SharpenCX

OCTOBER 22, 2019

If you’re not making metrics and real-time data clear and digestible for your team, you’re putting your customer service experience at risk. To help, we’re sharing three example dashboards you can use with agents and team leads to fuel better service levels. Customer Satisfaction Dashboard.

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JustCall

MARCH 9, 2023

Call Arrival Rate It is a type of call volume metric that tells a business how many calls are being received by all agents within a set period of time. Peak-Hour Traffic You can leverage your contact center software to measure the peak hours each month or season to determine how many agents you require on duty.

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Hodusoft

OCTOBER 7, 2022

Unfortunately, most businesses fail to deliver consistent customer service levels if they do not have call routing systems. A survey shows that 75% of businesses lost customers due to long waiting times. Leverage call routing software to eliminate long call queues and improve customer service experience.

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Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? Why is average wait time an important metric? How to Calculate Hold Time in a Call Center. What causes long call center hold times?

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Hodusoft

AUGUST 2, 2023

Modern contact centers can’t operate without a wide range of technology tools. So technology costs are among the major costs in contact centers. The technology costs can include contact center software , customer relationship management (CRM) systems, business phone systems , call routing software, and more.

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Hodusoft

SEPTEMBER 20, 2023

Many of them don’t have a few seconds to waste and it can be an excruciatingly frustrating experience for them if they are kept in the dark about how many callers are ahead of them and how long they have to wait for their turn. Customer care organizations use call queuing to enhance service levels and increase customer loyalty.

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Hodusoft

OCTOBER 19, 2023

This will help in efficient allocation and utilization of resources including the agents, preventing understaffing during peak call times and overstaffing during quieter periods. Real-Time Monitoring : With the help of real-time monitoring tools, customer wait times can be minimized greatly. Ask for a Free demo!

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Talkdesk

JULY 16, 2019

Determining whether or not you are meeting your business goals is simple enough, and modern contact center technology is well equipped to give you all the data you need about conversions, average handle time, customer wait time, schedule adherence and more. The post What is Call Center Performance Management?

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NobelBiz

OCTOBER 17, 2023

Power Your Contact Center with Work-From-Home Excellence Work-from-home (WFH) in contact centers enhances employee productivity, offers business flexibility, and maintains continuity during disruptions. Customers experience longer wait times, leading to frustration and potential loss of business.

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NobelBiz

FEBRUARY 13, 2024

Self-service Options Providing customers with robust self-service options through various channels (web, mobile, IVR) empowers them to find solutions quickly without needing direct agent interaction, reducing wait times and improving overall satisfaction.

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NobelBiz

JULY 18, 2023

Self-service options also increases contact centers’ efficiency by reducing the workloads of live agents. Making them available to handle more complex issues, and consequently reduce wait times for other customers. Thus, becoming a successful contact center.

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NobelBiz

FEBRUARY 27, 2023

Self-service options also increases contact centers’ efficiency by reducing the workloads of live agents. Making them available to handle more complex issues, and consequently reduce wait times for other customers. Thus, becoming a successful contact center.

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NobelBiz

AUGUST 13, 2024

This not only reduces misunderstandings but also elevates the overall customer service experience, making each interaction as seamless as possible.” – Mike McGuire” – Michael McGuire – Senior Contact Center Software Consultant 5.

voip 52

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NobelBiz

FEBRUARY 2, 2021

This will allow you to evaluate all missed calls, average waiting times, and abandoned calls by your new agents. TMO is the ideal average time that a brand considers for an agent call. On the other hand, you also have the TMC, the agent’s average actual conversation time. Another measure is the service level.

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JustCall

MARCH 7, 2023

This means your contact center is adequately equipped. Average queue time: This metric allows you to see how much your callers have to wait to speak to an agent on average. Service level: You can measure the real-time productivity of your agents by measuring the number of calls they answer within a specified time.

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NobelBiz

NOVEMBER 15, 2022

Brad Butler, Contact Center Software Consultant @ NobelBiz What makes a great unified agent desktop? Streamlining operations is the key to success in the modern contact center landscape. Brad Butler, Contact Center Software Consultant @ NobelBiz That is what Unified Agent Desktop is all about.

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NobelBiz

APRIL 25, 2023

Bad infrastructure paired with slow and heavy servicing protocols can take a heavy toll on ANY contact center’s short- and long-term performance. The effects of inefficient and outdated infrastructure can be disastrous, leading to long wait times for customers and agents. Here’s the alternative.

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NobelBiz

JUNE 1, 2021

Cloud-based services have cleared the way for more adaptable and inventive solutions to satisfy the demands of new contact centers. Today, a CCaaS enables your contact center consultants to access your contact center software from any browser, at any time, from any location.

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Hodusoft

JUNE 7, 2024

The way a call center is managed goes a long way in determining its success or failure. In this blog, we have highlighted how call center management can be made seamless using call center software or contact center software while tracking essential metrics and executing standard call center management practices.

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NobelBiz

OCTOBER 18, 2021

Customers will be less satisfied if employees aren’t available to help, which will lead to longer hold periods and higher wait times. New-age contact center solutions allow you to measure it continually, which is necessary if you want to reach this goal.

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NobelBiz

FEBRUARY 22, 2023

Customers will be less satisfied if employees aren’t available to help, which will lead to longer hold periods and higher wait times. New-age contact center solutions allow you to measure it continually, which is necessary if you want to reach this goal.

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Noble Systems

OCTOBER 21, 2020

This can be a helpful way to reduce the time it takes to answer a call. Use this method to decrease wait times without disturbing busy agents. With the right configuration and tools, an effective ACD streamlines the entire call routing process and minimizes wasted time, for agents and for customers.

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JustCall

MARCH 9, 2023

If the customers aren’t satisfied, you can perform a root cause analysis again and discover what is compromising the service levels. For example, many contact centers employ a selection of soothing music to help alleviate any harsh moods that a customer might be calling in.

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Hodusoft

NOVEMBER 6, 2024

Long wait times and poor service can drive customers to abandon calls. These standards should include: Hold Times: What is the acceptable waiting time for customers? Research suggests that ideal hold times should be under two minutes. Availability: Do you offer 24/7 customer service?

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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. Schedule sessions during times when productivity and service levels are not impacted.

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SharpenCX

JANUARY 14, 2020

Where do you start to improve your call center team? Can you boost morale, improve your service level, and retain customers without the extra cash? Download Now: Learn 29 best practices and coaching techniques for running your call center. We set our expectations low any time we have to interact with these brands.

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Calabrio

MARCH 10, 2025

In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center. The overwhelming answer is with the help of the right technology, as businesses expand their contact center software budgets.

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