Accountability, Agent Empowerment, Chatbots and Consulting

Improving First Call Resolution Rates

Global Response

MARCH 26, 2024

Do your agents need a bit more training? Consider adding more detailed FAQs to your website, integrating chatbots, and implementing interactive voice response (IVR) systems. Gaps in training or limitations on what agents can do to resolve issues lead to lower FCR rates. Are there gaps in your service? Ready to perfect your CX?

First call resolution

First call resolution Interactive Voice Response CRM Chatbots

7 Steps to CSR happiness

teleopti

JULY 15, 2019

Recent research from global management consultants McKinsey reflects what Teleopti has suspected for a long time, that employee attrition can erode customer satisfaction while increasing operating costs. Consider involving employees when selecting new WFM technology.

Gamification

Gamification Contact Center Self service Chatbots

Customer Contact Central

Improving First Call Resolution Rates

7 Steps to CSR happiness

Webinars

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