Fonolo
NOVEMBER 17, 2020
The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Call Center Trends 2015. Question about Chat-Based Customer Service. Video Support.
airespring
FEBRUARY 29, 2016
Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. Those centers that do not keep track of things such as call efficiency, FCR (first call resolution), and email response rates are not even close to operating at optimal efficiency.
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Calabrio
APRIL 26, 2016
According to research recently conducted by my company, Saddletree Research, in conjunction with the National Association of Call Centers (NACC) at The University of Southern Mississippi, spring 2016 will be a time of renewal and refreshment in the contact center as well.
Provide Support
OCTOBER 7, 2015
The recent stats from 2015 U.S. Strive for first-call resolution. Getting quick and easy solution for their problem is the first priority for the customer. First contact resolution remains the primary factor for the consumer in deciding which contact channel to choose.
Tenfold - Contact Center Blog
JULY 9, 2018
Not only is this crucial to achieving high CSAT scores , a lower ASA lowers the occurrence of abandoned calls while increasing the First Call Resolution rate. Reducing the number of abandoned calls improves a contact center’s ASA score. This is then divided by the total number of calls.
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