Analytics Banking First call resolution Self service 
Pointillist
NOVEMBER 11, 2019
Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. FCR has strong links to customer satisfaction, service efficiency, and service costs. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics.
Pointillist
MARCH 1, 2019
For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. has always been a challenge for call centers.
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Fonolo
MARCH 7, 2023
If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. That’s where self-service comes in. Most interactions that lend themselves easily to self-service are already in that realm.
Hodusoft
JANUARY 1, 2024
The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services.
Pointillist
MARCH 1, 2019
For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. has always been a challenge for call centers.
NobelBiz
JULY 25, 2023
Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?
CSM Magazine
AUGUST 4, 2021
It’s no secret that the global pandemic accelerated digital transformation in almost every industry—and banking was no exception. Eric Head, VP of Experience Leadership at Verint explores new opportunities to provide excellent customer service. Changing behaviors meant banks had to adapt quickly to meet new customer service needs.
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