BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Curious how we’re delivering for B2C brands? But that’s shifting—and fast.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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

Quality Contact Solutions

MAY 4, 2021

KPI’s – Know what key performance indicators are essential to the program’s success and be sure the prospective inbound call center outsourcing partner understands and can measure them. Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Talkdesk

OCTOBER 11, 2018

For many emerging B2C businesses, the key differentiator is the customer experience; businesses that leverage AI to enhance their customer interactions are gaining a significant edge over their competitors. The voice channel remains the most prominent and important interaction to shape the customer experience.

Engineering 40

Engineering Customer Experience B2C First call resolution 40

Inbenta

FEBRUARY 20, 2020

Researchers predict that by 2025, chatbots will accomplish more than 90% of the B2C interactions. Reducing the average call time on first contact. Savings = (Cases per month * Cost per case) * (Improvement / Talk time for first contact). Increasing the first call resolution rate.

Self service 116

Self service Chatbots Management B2C 116

Infinity

DECEMBER 16, 2021

A recent UK 2021 report on the state of the customer experience revealed that as many as 30% of UK B2C companies are still not back to pre-pandemic CX levels. Drive efficiencies in contact centres and train call agents faster. Organise and log calls at scale, freeing up agent time to focus on more customer calls.

Customer Experience 52

Customer Experience Analytics B2C First call resolution 52