What is a Good First Call Resolution Rate?
SQM Group
MAY 12, 2022
Based on measuring and benchmarking over 500 leading North American call centers for 25 years, we have developed the call center industry 2022 FCR benchmark results.
SQM Group
MAY 12, 2022
Based on measuring and benchmarking over 500 leading North American call centers for 25 years, we have developed the call center industry 2022 FCR benchmark results.
Fonolo
DECEMBER 13, 2022
Call center leaders have their work cut out for them. Sometimes, it’s hard to find the time to map out call center development goals. . Here at Fonolo , our call center tech lends itself nicely to business and development planning. You need an action plan for call center development.
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OctopusTech
AUGUST 10, 2022
Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. But which technology can enhance and support your call center?
Hodusoft
NOVEMBER 24, 2021
What are the top 16 call center features you need to know in 2022? With pandemic, call centers had to suddenly equip themselves to handle a plethora of queries as the nature of interactions changed. As the customer support function evolves, so do call center software features. Call Recording .
Callminer
DECEMBER 17, 2019
Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Call Center Workforce Statistics.
Outsource Consultants
JANUARY 3, 2024
Predicting the future of the call center industry is no easy feat – it’s a complex and ever-evolving landscape. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale.
Fonolo
JANUARY 4, 2022
Here’s a comprehensive list of the most important customer service statistics you need to know in 2022. Contact Center Trends 2022. 5 Metrics Every Medical Call Center Should Know. On average, a 1% improvement in First Call Resolution (F.C.R.) Contact Center Trends 2022.
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