Fonolo

FEBRUARY 14, 2019

In a 2011 Study from the University of Maryland, researchers found that burned-out CSRs were much more likely to retaliate against customers in subversive ways. This behavior is destructive and negatively impacts important KPIs like first call resolution (a KPI directly related to customer satisfaction).

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Agent burnout Call Center Gamification Contact Center 80

Customer Interactions

JULY 7, 2015

At Call Centre & Customer Management Expo 2011 NICE will demonstrate how achieving this balance creates a contact center where average handle time is reduced, first call resolution is improved, cross-sell and up-sell is increased, customer loyalty is strengthened and process compliance is adhered to.

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Average Handle Time First call resolution Management Contact Center 28

bold360 Blog

NOVEMBER 25, 2019

Frontline agents know that first-call resolution is key to customer satisfaction, but only 35% of them achieve this. Lisa’s Take: When Lisa started at LogMeIn in 2011, the call center was much smaller. Ovum reports that agents today are facing increased complexity. The biggest pain point is a gap in knowledge.

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First call resolution Morale Call Center Customer retention 40

CSM Magazine

SEPTEMBER 21, 2016

There are, of course, many good reasons for government agencies to focus on providing good customer service to constituents: it coincides with higher productivity (think first call resolution); it’s often included in government charters; it dramatically) reduces complaints and bad press; and it’s simply the right thing to do.

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Government Customer Service Airlines Transportation 40