Accountability, Caller satisfaction and Multichannel

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Accountability

Caller satisfaction

Multichannel

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

OCTOBER 11, 2018

In an omnichannel/multichannel environment, many organizations struggle with consistency across channels, so leveraging FCR across channels provides a great metric to ensure that customers are getting real resolutions, regardless of channel. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy.

Call Center

Call Center Metrics Contact Center Wait times

10 Tactics To Improve CX Through Contact Center IVR Messaging

NobelBiz

FEBRUARY 7, 2022

Simple questions like company hours, office locations, account balances, and shipment information may be readily answered with precise responses, even when the contact center is closed. However, the caller should be warned via tailored messages that they will not receive attention from any agent outside of work hours.

Interactive Voice Response

Interactive Voice Response Contact Center contact center solutions Feedback

Customer Contact Central

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

10 Tactics To Improve CX Through Contact Center IVR Messaging

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