JustCall

MARCH 10, 2023

Customers do not have to wait in queues or be put on hold, and issues get resolved in the very first call. Fortunately, call center call flow is a secret ingredient that can bring you one step closer to this utopia. Here’s everything you need to know about call flows. What is Call Flow?

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

TeleDirect

MAY 12, 2023

In the case of an outbound call center, it refers to the customer’s experience when they are on the receiving end of contact from your business. This includes things like cold calls, fundraising, callbacks or follow-ups. As with average handle time, the “right” length will depend on the industry.

Call Center 62

Call Center Metrics Average Handle Time Scripts 62

Hodusoft

JULY 19, 2023

Benefits of using inbound call center software for businesses How inbound call center software differs from outbound call center software Features of inbound call center software How to choose the right inbound call center software?

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

SharpenCX

JUNE 28, 2023

First contact resolution — the resolution of a customer’s issue within the first call. This metric helps determine the effectiveness of your call center and contributes greatly to overall customer satisfaction and retention. Average handle time — the amount of time it takes a rep to handle a call from start to finish.

Call Center 67

Call Center Metrics call center software Contact Center 67

JustCall

APRIL 4, 2023

In this blog, we will explore the inbound call center agent duties and understand how to create a solid inbound call agent job description. Who Is an Inbound Call Agent? Handle customer complaints with empathy and provide appropriate solutions to their concerns.

Call Center 52

Call Center call center software Upselling Scripts 52

Balto

JUNE 13, 2022

So, as we continue our KPI series over the coming weeks, in this article we’re going to focus on manager requests and how to reduce them. What Are Manager Requests and How Are They Measured? Average handle time (AHT), on-hold time (OHT), and first contact resolution are also impacted.

Management 52

Management Contact center software Coaching Contact Center 52

eGain

MARCH 3, 2015

Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores. Within the contact center environment there are many operational metrics that are measured such as first call resolution (FCR) and average handle time (AHT). Net Promoter Score?

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69