Agent burnout, Chatbots, Demo and First call resolution

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Agent burnout

Chatbots

Demo

First call resolution

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

Hodusoft

AUGUST 9, 2023

Enhance FCR A study conducted by SQM Group revealed that nine out of every ten respondents (93 percent, to be precise) expect their issues to be resolved or their queries to be answered on the very first call. With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate.

Contact center software

Contact center software Contact Center Customer Service Agent burnout

How to Improve Call Center Productivity

Balto

DECEMBER 14, 2022

Call Center Productivity Metrics. Now, let’s check out some of the most relevant call center metrics and Key Performance Indicators (KPIs) for measuring productivity: First Call Resolution (FCR). First Call Resolution (FCR) is a customer satisfaction metric that can also be used to measure agent productivity.

Call Center

Call Center Interactive Voice Response Average Handle Time First call resolution

Webinars

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

MORE WEBINARS

Customer Contact Central

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

How to Improve Call Center Productivity

Webinars

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