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 and smart call routing play a pivotal role. 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.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Quality Contact Solutions

DECEMBER 31, 1969

Hold Time : This is measured from the time the agent puts the customer on hold until the agent becomes active again. First Call Resolution (FCR) : First call resolution is measured by what percentage of your customers’ calls were handled in the first contact.

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40

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. And yet, ‘We’re experiencing higher than normal call volumes’ and ‘Your call is important to us’ are two phrases that consumers are all too familiar with.

Customer Experience 52

Customer Experience Analytics B2C First call resolution 52

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. To mitigate these issues, many contact centers use dialers to eliminate unwanted wait times.

Best practices 98

Best practices Call Center Gamification Contact center software 98

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. First Call Resolution. Average Waiting Time.

Call Center 52

Call Center Metrics Abandon rate Management 52