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What is a Decibel (dB)?

A decibel, abbreviated dB, is a unit of measurement for the intensity of sounds. A very faint sound might have a decibel level of 0, while loud concerts may reach 120 decibels or more. Typical conversations are around 60 decibels, while whispered ones might be 15 decibels. Being exposed to 85 decibels of noise for an extended period of time will damage a person's hearing. A 140-decibel sound will cause immediate hearing damage.

Call centers worry about decibels, in a somewhat indirect way, because they are concerned with background noise. The call center floor can be a noisy place because there are so many people talking at once. The noise level can be affected by the density of agents per square foot, the type of surfaces on furnishings, and what materials are used on walls, ceilings, and floors.

Call centers try to minimize the decibel level of background noise because it can affect the quality of customer calls. Mitigating background noise is a quick fix call centers can implement to improve the customer experience.

How NiCE is Redefining Customer Experience

NiCE offers the industry’s only unified AI platform for customer service automation. CXone revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

Interaction Orchestration

Omnichannel interaction routing

Digital and Voice Channels

Automatic Call Distributor (ACD)

Interactive Voice Response (IVR)

Proactive Engagement

Workforce Augmentation

Automated notetaking

AI Copilots

Interaction Recording

Quality Management (QM)

Performance Management (PM)

Feedback Management

Interaction Analytics

Service Automation

Autopilot

Proactive AI Agent

Knowledge Management

Experience Optimization (XO)

Platform

CRM Integrations

UCaaS Integrations

Call Center Software

Customer Experiences

Enlighten AI for CX

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