VHT
OCTOBER 11, 2018
In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. In a 2017 study by Arise, two thirds of customers surveyed said they’d hang up after waiting for just two minutes. So they’ll expect immediate gratification any time they contact you.
aircall
JANUARY 24, 2022
According to the 2017 American Express Customer Service Barometer , 81% of Americans said that businesses were at least meeting, if not exceeding their expectations for customer service, which is nearly 8 of 10. Call routing – Automatically route calls to the right person or department for first-call resolution.
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Callminer
DECEMBER 17, 2019
When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – Thomas Dichter, Call Centers Return To The U.S. Call center turnover may be trending down overall.
Fonolo
NOVEMBER 17, 2020
The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Which Topics Are Most Important for Your Customer Service Department in 2017?
Comm100
JANUARY 7, 2020
of this year’s chats – that’s over 42 million – were sent from a mobile browser or app, more than nearly 23 points higher than 2018 and 30 points higher than 2017. Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 56M chat interactions.
DMG Consulting
APRIL 10, 2017
First contact resolution (FCR) is an essential key performance indicator (KPI) for contact centers because it measures the department’s effectiveness by determining if the agent fully resolved or addressed the customer’s issue during the first contact. FCR in an Omni-Channel World (whitepaper). By Donna Fluss. Introduction.
SharpenCX
MARCH 5, 2020
Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Agents have entire customer history handy, so they can be more thorough with their resolution.
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