Hodusoft

APRIL 17, 2024

billion in 2026, at a compound annual growth rate (CAGR) of 7.9 As per a research by SQM Group, self-service first call resolution ( FCR ) rate is 74%, and those who opt for a self-service option prefer it to an IVR used to navigate callers to agents for issue resolution. billion in 2020 to USD 6.7

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Fonolo

SEPTEMBER 11, 2018

More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. As a closing note, consider this story from last month, in Bloomberg, about global bank HSBC: Why Banks Are Giving Tellers Raises, Instead of Firing Them All.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Fonolo

SEPTEMBER 11, 2018

More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. As a closing note, consider this story from last month, in Bloomberg, about global bank HSBC: Why Banks Are Giving Tellers Raises, Instead of Firing Them All.

Customer Service 52

Customer Service Banking Contact Center Call Center 52