Spearline

NOVEMBER 25, 2019

If you manage and run a contact center you should ensure your agents aren’t left in the dark and are proactively prepared for your customers during one of the busiest times of the year. increase since the financial crisis in 2008. Poor audio quality can impact call handling times as well as customer experience.

Contact Center 89

Contact Center Interactive Voice Response First call resolution Marketing 89

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. As a mark of that watershed, we thought it would be interesting to look back over the call center trends of the last decade, so you can see how the story unfolds. More than 80% of customers now say the experience a company provides is as important as its products. .

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176