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call center professionals Call center experience virtual call center Abandon rate Gamification Interactive Voice Response Big data CRM Average Handle Time Self service More Related Topics >
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Using Plain Language & Personalization in the Contact Center for Better CX

NICE inContact

NOVEMBER 8, 2019

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. This all leads to cost savings in your contact center.

Contact Center 54
Contact Center Personalization Scripts Interactive Voice Response 54
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Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

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).

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
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