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

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

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

Hodusoft

JUNE 7, 2024

By leveraging the best tools and practices of call center management, call centers can achieve their desired goals effortlessly. Before going into the details of call center management, let’s see how a call center works, who are call center professionals and their key skills.

Best practices 52

Best practices Call Center Omni-channel support Management 52

OctopusTech

SEPTEMBER 9, 2023

The third-party call center solution provider will set up its operations easily and manage your customer support department. This way you reduce the stress of setting up an in-house call center team. Receive data-driven reports Call center providers always provide analytics and reports in detailed form to their clients.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Fonolo

JUNE 17, 2015

Use speech analytics to identify training needs. What is call center training? These traits are obviously essential in the world of customer service. Read the full story here: 7 Tips for Success from Call Center Professionals. Use speech analytics to predict training need.

Call Center 96

Call Center Gamification Coaching Contact Center 96