Fonolo

APRIL 24, 2018

Our favorite chart: Customer Service Index Report. About: This is a two-for-one deal from cloud call center vendor Five9. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Who wrote it: Call Centre Helper.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Social Media ?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Service Index Report. About: This is a two-for-one deal from cloud call center vendor Five9. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Who wrote it: Call Centre Helper.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Pointillist

NOVEMBER 11, 2019

—McKinsey & Company To use FCR in your call center effectively, you need to understand more about what it is and how to calculate it. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Fonolo

JUNE 17, 2015

Use speech analytics to identify training needs. What is call center training? On top of that, each new employee should have a benchmark assessment during a one-on-one session (we’d suggest on live calls) to highlight areas where they need to improve from the start. Support extra online training.

Call Center 96

Call Center Gamification Coaching Contact Center 96