Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Uniphore

JUNE 17, 2021

Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. How to Train and Onboard Agents in 2021.

Call Center 72

Call Center First call resolution Self service Coaching 72

The Northridge Group

NOVEMBER 9, 2022

Download Northridge’s 2021-2022 State of the Customer Service Experience Report for additional CX insights. These approaches fail to take the larger CX into account and result in missed opportunities to delight customers while improving the working experience for associates. The Role of QM in the Contact Center. QM INSIGHTS.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

SharpenCX

JUNE 23, 2021

You can also call these one-touch cases. You typically measure it by plugging calls into this formula: First call resolution % = (# of issues resolved on the first call ÷ total # of issues) x 100. We call this Active Contact Resolution, or ACR. Team and Agent Performance.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

CSM Magazine

AUGUST 4, 2021

Due in large part to the pandemic, closed branches, and social distancing guidelines, our research shows customers tried digital before turning to agent-led support channels in 2021. Jordan is a contact center agent who scores very well on metrics like average call time and first-call resolution.

Banking 52

Banking Customer Experience Customer Service Contact Center 52

aircall

JUNE 16, 2021

In our 2021 ECommerce Report , we surveyed nearly 6,000 eCommerce shoppers across seven countries. First-call resolution is the gold standard of customer service interactions. We also provide extensive analytics for important data like wait time and missed call rate.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62