Nicereply

DECEMBER 22, 2020

If you can’t hire more people, reduce the load for your staff by creating a holiday season FAQs to ensure that simple queries can be handled by self-service. in 2005 to a high of 77.0 In between 2005 and 2017, CSI fluctuated between these two points. You can offset this trend with proactive customer service.

Wait times 59

Wait times Consulting Consulting Morale 59

Callminer

AUGUST 1, 2017

Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark. Provide self-service options to your callers, but don’t force these options upon them. and then measure them obsessively, rewarding improvement. Scott Nazareth.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Comm100

FEBRUARY 13, 2018

In 2005, Bain & Company surveyed 362 firms. Enterprise companies need to offer service and communication via email, social media, telephone, live chat, and self-service, to provide a full suite of contact options specific to different customer demographics and circumstances. Are You as Delightful as You Think?

Multichannel 41

Multichannel Benchmark Journey mapping Call Center 41

Xaqt

JUNE 22, 2020

For the contact center, this typically includes your ACD, Self-Service Applications, Workforce Management or Workforce Optimization Suite, Speech Analytics, QA, HRIS, etc. We've benchmarked Presto against databases such as Amazon Redshift and Google BigQuery and are blown away by its performance and flexility.

Call Center 52

Call Center Contact Center Analytics Engineering 52