JustCall

NOVEMBER 24, 2022

So, let’s take a consistent approach to the fundamentals of call center quality assurance: 62 % of US customers have stopped doing business with a brand because of poor customer service. Most companies only assess 3-10 QA calls per agent, and if you catch anything big, it’s probably just luck. Social media overflow.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SharpenCX

MARCH 5, 2020

Agents have entire customer history handy, so they can be more thorough with their resolution. Ultimately, increasing first call resolution. Then, you can coach your agents to what you find. Set benchmarks specific to business objectives. Get the ebook. Keep the customer top of mind.

Best practices 67

Best practices Contact Center Airlines Benchmark 67