Fonolo

MARCH 16, 2021

This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Contact Center Trends 2021. What is First Call Resolution (FCR) in Call Center Metrics?

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

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

JANUARY 21, 2022

A leading health insurance brand recently reduced its average handle time (AHT) by 20 percent and its ACW by a whopping 80 percent by implementing Uniphore’s AI-powered agent assistant platform, U-Assist. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more?

Healthcare 59

Healthcare Call flow Average Handle Time First call resolution 59

Outsource Consultants

MARCH 29, 2021

Is sales revenue your sole focus in 2021? If you want to make first call resolution a top priority — but only commit to the goal for a week — it’s highly unlikely to have a meaningful impact on your business. Agree on success measures — “Reduce your hold time by 30%.”.

Management 76

Management Calibration Call Center Average Handle Time 76

Hodusoft

MAY 10, 2023

The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends. However, according to a report by IBISWorld, the call center industry is projected to have a compound annual growth rate (CAGR) of 3.3% between 2021 and 2026.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

NobelBiz

FEBRUARY 22, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?

Abandon rate 52

Abandon rate Average Handle Time Contact Center Abandon Call 52

NobelBiz

FEBRUARY 15, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?

Abandon rate 52

Abandon rate Average Handle Time Contact Center Abandon Call 52