Fonolo
APRIL 24, 2018
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). They produced two reports, one for each group. Who wrote it: Call Centre Helper.
Fonolo
APRIL 24, 2018
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). They produced two reports, one for each group. Who wrote it: Call Centre Helper.
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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? How many customers took that path?
JustCall
JANUARY 21, 2022
From business calls, sms, data, analytics, and coaching, you need to be able to get an eagle eye view of your sales and support to ensure your customers are not left in the lurch. . Call Recording. Cloud phone systems let you record a call with just a mouse click or a screen tap. Call Analytics .
Fonolo
JUNE 17, 2015
Small group training sessions & discussions. Use speech analytics to identify training needs. This includes workshops and group activities too — and we’d encourage you to incorporate these as much as possible! Handpicked related content: 7 Things Great Call Center Managers Do Every Day. Online learning.
CX Global Media
JULY 11, 2019
From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. EXPERT SESSION – Critical Questions to Address to Avoid Speech Analytics Failure. Contact Center Industry Facts. Join the Community.
JustCall
APRIL 12, 2023
Managing Agents and Teams Virtual call center employees must be categorized into different groups to ensure an increase in productivity. For instance, you could customer support professionals into groups of four, and allocate a skilled manager for each group.
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