ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article hits on some of the basics of a great customer experience. Here are my top five picks from last week.

Customer Service 181

Customer Service First call resolution Self service Customer Experience 181

CCNG

SEPTEMBER 27, 2023

Every contact center has some sort of knowledge base, whether it’s a depository of articles with a search bar at the top of the screen, an electronic library with categories of articles, a notebook, or even those sticky notes around the agent’s monitor and desk. More time, more money, and more frustration.

Management 195

Management Average Handle Time Self service First call resolution 195

NobelBiz

FEBRUARY 27, 2024

This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements. Table of Contents What is Call Center Optimization? Hold Queues : Ensures calls are answered promptly, minimizing wait times.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

MiaRec

JANUARY 5, 2023

Here at MiaRec, we have helped hundreds of organizations drastically boost script adherence by enabling them to utilize Artificial Intelligence (AI) and, as a result, improve contact center KPIs such as first-call resolution rates, call duration, and much more.

Scripts 76

Scripts Contact Center First call resolution Quality management 76

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Customers Will Pay More For This.

Customer Experience 358

Customer Experience Management Contact Center Engineering 358

Myra Golden Media

APRIL 11, 2023

So, if you’re ready to take your contact center to the next level, read this article! Strategy 1: Optimize Agent Training and Performance Optimizing agent training and performance is the first strategy for maximizing your contact center’s potential.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

TechSee

JANUARY 24, 2023

This performance improvement is especially valuable when asking customers to perform complex tasks that extend the time of the call. While visual engagement often improves multiple KPIs within the call center, this article will focus on the relationship between the efficient use of visual assistance and the direct effect on AHT.

Average Handle Time 109

Average Handle Time First call resolution Call Center Technology 109

Outsource Consultants

APRIL 18, 2024

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. Metrics like First Call Resolution and A verage Handle Time (AHT) exhibit contrasting dynamics. We encourage you to check it out. KPI tunnel vision is holding your CX initiatives back.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

Call Experts

APRIL 14, 2022

This article will dive into the critical metrics of a contact center like average speed to answer, handling time, first call resolution, quality assurance, and more. First Call Resolution. There are many ways to define First Call Resolution. High First Call Resolution .

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98

Fonolo

JANUARY 21, 2021

TIP: Common KPIs for contact center agents can include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction score (CSat). Check out this article for more info. This will allow you to establish a performance baseline and track their improvement. Establish your KPI tracking method(s).

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

SmartAction

NOVEMBER 22, 2023

In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology. This means a lighter load and less stress for your agents, resulting in less worker attrition, as well as requiring fewer workers in your call center.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Quality Contact Solutions

MARCH 22, 2021

Goal setting & metrics for the inbound call center. First, you must determine the most crucial goal that will drive your business’s satisfaction and, more importantly, your customers. Is it first call resolution %, service level %, the average time to answer, etc.?

Call Center 98

Call Center First call resolution Abandon rate industry standards 98

ClientSuccess

FEBRUARY 22, 2023

This article will explore the differences between customer success and customer support and how they work together to help businesses succeed. Customer support success is typically measured by the response time, first-call resolution rate, and customer satisfaction scores.

First call resolution 70

First call resolution Best practices Upselling Education 70

Vistio

MARCH 11, 2024

Common performance metrics to consider include increases in first-call resolution rates, reduction in handling times, lower employee turnover, and improvements in customer satisfaction scores. Some crucial KPIs to consider include: First-Call Resolution (FCR): An indicator of the agent’s problem-solving abilities.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Callminer

FEBRUARY 23, 2017

In a previous article, we highlighted AI that can identify when calls are going off-track. When paired with other metrics – like average handle time or first call resolution – managers may be able to get a better sense of whether an agent is actively listening with a customer.

Call Center 140

Call Center Average Handle Time First call resolution Analytics 140

Calltools

JUNE 14, 2023

Below, this article will explore 11 KPI metrics to follow and why they matter. First Call Resolution (FCR) Successful contact center agents can usually address customer needs at the first point of contact. Tracking KPI metrics can help your contact center to gauge the success of customer experience.

Metrics 52

Metrics Customer Experience Average Handle Time First call resolution 52

JustCall

APRIL 15, 2024

With consumers bombarded with countless phone calls, breaking through the noise and connecting with potential customers is becoming harder. Spam filters and call screening tools further complicate matters, increasing the demand for dialing solutions to improve call connect and pickup rates. How is contact rate calculated?

Call Center 52

Call Center Multichannel Benchmark CRM 52

Spearline

MARCH 2, 2021

Call durations/handling times and first call resolution. If both your customer and your agent are struggling to communicate through poor audio quality, the call may take longer to resolve.

Call Center 98

Call Center Customer Experience First call resolution Outbound sales 98

Fonolo

MARCH 23, 2021

You’ll also be less likely to have customers abandoning calls only to call back later in the day for the same issue. Remember, you want your team to increase their first-call resolution (FCR) rate as time goes on. Tips to Lower ASA in Your Call Center. Looking for ways to lower your ASA?

Call Center 121

Call Center Abandon rate Metrics Abandon Call 121

Call Center Weekly

JANUARY 29, 2018

In some studies I ask for a time stamp to determine where the criterion in the call was hit for as a method to maintain data integrity. There are other related topics relevant to deep dives such as presenting and “data cleansing” which may be subject for discussion in later articles.

Analytics 136

Analytics First call resolution Accountability outsourcing 136

Nicereply

MARCH 23, 2021

John R Patterson – Speaker, Author, Customer Service and Leadership Consultant, John is generous with sharing great articles from a wide variety of writers on his Twitter feed. If you don’t want to miss the top articles, make sure to give him a follow. Find his Twitter chat recaps and recent articles on the HDI website.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Talkdesk

MARCH 24, 2020

Rather than spending valuable time hunting for information, agent assistants transcribe calls in real time, identifying key words and phrases that generate knowledge base article recommendations to agents, helping them provide answers to customers’ requests faster and more effectively.

Average Handle Time 57

Average Handle Time Self service First call resolution Virtual Agent 57

The GLOBO Blog

JUNE 24, 2019

With the number of American customers speaking languages other than English increasing each year, callers who require additional language support impact a larger percentage of calls every passing day. First Call Resolution (FCR). One article reports that 71.5% Is your contact center ready? Communication is costly.

Contact Center 52

Contact Center Metrics Multichannel First call resolution 52

NobelBiz

SEPTEMBER 26, 2023

Personalizing phone calls in a call center enhances efficiency and productivity by tailoring interactions to individual customer needs. It reduces call handling times as agents have relevant information readily available, minimizing the need for extensive probing.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

Call Center Weekly

JANUARY 16, 2019

Too complicated for your own good – In a previous article, I suggest building is comparable to good a marinara sauce. Speaker separation relies on having high quality, and clear audio to be able to differentiate who is who. This is one of those situations which you should communicate to your requestor, after taking your best shot.

Analytics 127

Analytics First call resolution Education Accountability 127

Quality Contact Solutions

DECEMBER 31, 1969

First Call Resolution (FCR) : First call resolution is measured by what percentage of your customers’ calls were handled in the first contact. First call resolution percentages will be determined based on the type of service being provided.

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40

CSM Magazine

JUNE 19, 2022

A CustomerThink article identified top ways customer experience affects the bottom line: Satisfied customers spend more. The Cost of Bad Customer Service. CS executives looking at how to improve customer experience need to understand exactly how customer service affects profitability. See customer relationships as assets to protect.

Customer effort 98

Customer effort First call resolution Scripts Chatbots 98

JustCall

JANUARY 19, 2023

Thus, it is essential to practice reliable strategies for the proper operations of the call center. In this article, we will talk all about call center optimizations which help in improving the call center performance, and everything else you need to know about them. What are Call Centers?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. In this article, we’ll help you understand what call center productivity is, how to measure and track it with metrics and KPIs, and ways to improve it.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

NobelBiz

DECEMBER 11, 2023

By continuously optimizing the call flow process, businesses can ensure that callers are able to reach their destination quickly and efficiently. If you’re navigating call center management challenges, our article, ‘How to Manage a Call Center Efficiently ,’ offers insights from top leaders.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

Global Response

DECEMBER 21, 2023

In this article, we’ll break down what you need to know about help desk outsourcing and how to make it work for you. An outsourced help desk allows you to provide always-on, effective support to your customers, while freeing up time for your in-house team to focus on your bigger strategies and goals.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

Uniphore

JANUARY 21, 2022

By automating the bulk of manual work—and improving its accuracy—Uniphore’s solution was able to increase first call resolution (FCR) and satisfaction rates and save the organization $6 million annually. Download the Article. That’s a serious improvement. Want to learn more? Connect with one of our experts today.

Healthcare 59

Healthcare Call flow Average Handle Time First call resolution 59

ViiBE Blog

AUGUST 9, 2021

What is the key to success in a call center? Call Center , Customer experience. Share this article. Share this article. What is a call center? Finally, call center managers are important in the key to success. Insurance , Retail , SMB. Kelly Dell. August 9, 2021. Share on facebook. Share on twitter.

Call Center 52

Call Center CRM First call resolution Customer centricity 52

Fonolo

NOVEMBER 15, 2022

The first step is to evaluate the agent’s performance based on observations and activity data in your call center platform. Stats like first call resolution (FCR) , average handle time (AHT) and occupancy rate can give you an idea of where your team is excelling and where they’re falling short.

Call Center 127

Call Center Management Average Handle Time Employee engagement 127

Balto

JUNE 17, 2022

From First Touch Resolution to First Call Resolution. Rather than first touch resolution through a self-service tool, customers are demanding first call resolution with contact center agents. Because the need for human touch is real, and it’s transformed the agent experience.

Contact Center 52

Contact Center Scripts First call resolution Self service 52

SharpenCX

JUNE 23, 2021

You can also call these one-touch cases. You typically measure it by plugging calls into this formula: First call resolution % = (# of issues resolved on the first call ÷ total # of issues) x 100. We originally posted this article on November 16, 2016. Need more tools in your toolbox?

Contact Center 101

Contact Center Abandon rate Management Metrics 101

CSR Inc.

FEBRUARY 21, 2017

Measuring customer satisfaction in the call center is part-art, part-science. But call center QA firms uniformly consider First Call Resolution (FCR) one of the key measures for achieving customer satisfaction in the call center. How much emphasis does your call center place on first call resolution?

First call resolution 48

First call resolution Call Center Interactive Voice Response Coaching 48