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Using Plain Language & Personalization in the Contact Center for Better CX

NICE inContact

You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. For example, when the Cleveland Clinic simplified its billing statements in 2008, it was able to recover an additional $1 million a month. Integrate CRM in your contact center platform for 360-degree customer insight.

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Contact Center Trends 2021: The CX Watershed

Fonolo

The basic concept has been around for decades, but only in the last few years have we learned how beneficial it could be for both the call center and the caller. There are five significant reasons why call centers will deploy call-back technology this year: Improving First Call Resolution (FCR).

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Improving Sales & Support Initiatives in the Financial Services Industry

aircall

Hints of economic decline can lead to a national recession, such as the Great Recession that occurred after the financial crisis of 2008. Call center software will help your call agents personalize calls by putting the customer’s name, contact information, and call history in front of them.

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