VocalCom

JULY 29, 2019

To assist a customer thoroughly without losing a human touch requires a combination of agent training, a robust omnichannel solution, and an efficient contact center protocol. Here are five ways to achieve first contact resolution for maximum customer satisfaction. Discuss FCR goals with your staff.

Contact center software 48

Contact center software Average Handle Time Contact Center Customer emotions 48

VocalCom

AUGUST 7, 2017

Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. Through close examination across channels, brands may use such valuable information to create richer customer experiences.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

VocalCom

MAY 29, 2017

This information can then be used to improve service as well as marketing practices for greater customer satisfaction. Remember that your contact center agents have plenty of insights into your customers’ feelings. Use different kinds of customer surveys. Analyze customer satisfaction metrics.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48

VocalCom

JUNE 11, 2018

While having a central database will undoubtedly reduce average handling time, remember that first contact resolution is more important for earning customer loyalty. Customers prefer to make contact once and find the answers they are seeking. Analyze Voice of the Customer data. Remember the human touch.

Contact center software 48

Contact center software Average Handle Time Interactive Voice Response Surveys 48