Fonolo

JUNE 9, 2020

In April 2020, online retailer Zappos encouraged agents to make small talk with customers to help with ‘social connectedness’ during the COVID-19 lockdown. First Call Resolution (FCR). In an ideal scenario, customers will only need to call your support center once to have their issue resolved. Did you know?

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

3CLogic

SEPTEMBER 24, 2021

They’re also fielding thousands of calls each day and attempting to maintain the industry standard of responding to 80% of customers within 20 seconds. A recent ICMI survey reveals that 55% of contact centers saw an increase in customer interactions from 2020 to 2021, along with an increase in contact complexity.

Customer Experience 59

Customer Experience First call resolution Contact Center industry standards 59

Fonolo

DECEMBER 5, 2019

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. Metric #3: First Call Resolution Rate.

Call Center 125

Call Center Metrics First call resolution Contact Center 125