Banking Benchmark call center professionals Customer Experience 
Callminer
JANUARY 18, 2021
Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. Encourage agents to cheer up callers with more flexible scripting.
Pointillist
NOVEMBER 11, 2019
As McKinsey & Company explains : The contact center. must now focus on achieving performance excellence across all three key priorities: customer experience, cost optimization, and revenue maximization. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends.
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