Global Response
FEBRUARY 13, 2022
Ready to increase customer engagement and satisfaction, reduce average handle time and grow sales? Then it might be time for you to consider a multi-channel contact center for your business. The holistic approach knocked out backlogs and brought first call resolutions up, and response time down.
Hodusoft
FEBRUARY 29, 2024
A revolutionary call center should employ predictive analytics, monitoring tools, and proactive outreach to identify and resolve potential issues before they impact the customer. Limited Multichannel Support Multichannel, if not omnichannel support, is extremely important in today’s time.
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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). Average Handle Time (AHT). Is your contact center ready?
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). Average Handle Time (AHT). Is your contact center ready?
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Hodusoft
JANUARY 17, 2024
Multichannel Integration The question may arise “Is multichannel integration necessary?” We are living in a time when a majority of the population has a smartphone in their hands. This feature is extremely beneficial for contact centers that want to enhance their First Call Resolution (FCR) rate.
ShepHyken
SEPTEMBER 22, 2020
The difference between omnichannel and multichannel is having all channels work together rather than simply having more than one channel available. Many call centers focus on antiquated metrics that don’t ultimately best serve the customer. More than anything, support center agents must be empathetic to the needs of the customer.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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