Hodusoft

APRIL 17, 2024

In this blog post, we will discuss everything about auto attendants starting from what they are, how they work, the pros and cons of using auto attendants, how to set up an auto attendant, and how to include scripts. Pros of Using Auto Attendant Cons of Auto Attendant Auto Attendant Scripts – What to Record? Read on to know more.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

CSM Magazine

MARCH 3, 2022

As agents continue to play a critical role in the customer experience, customer service departments need highly trained, confident and personable agents who understand industry best practices. Fortunately, new technologies help improve customer service agent performance before they even take their first call.

Customer Service 94

Customer Service Banking First call resolution Best practices 94

Callminer

AUGUST 1, 2017

First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. These are some of the main metrics; however, we also must think about the call outcomes and other key factors that can impact the business. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

JUNE 27, 2023

With Zenarate’s AI Coach, newly hired and tenured agents in training role-play with their personal unbiased AI Coach, from home or office, using their own natural language without any scripting. 33% higher average CSAT (customer satisfaction) scores from agents delivering soft skills, best practices, and first-call resolution.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Callminer

APRIL 21, 2020

“Burnout is prevalent in call centers because there are so many decisions that need to be made throughout the day…”. Each phone call can have many different decisions on which way to go and how to handle it. Good scripting can lessen the amount of decision making, but another way to counteract. Bank of America, J.P.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

NOVEMBER 25, 2019

Improving along this metric is of obvious importance to most call center managers. First Contact Resolution. Also known as first call resolution , this metric clues team leaders in on agents’ abilities to quickly handle issues without subsequently revisiting them. Outbound Call Centers.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Global Response

DECEMBER 21, 2022

A QA process can help improve quality of customer service by measuring qualitative data from calls and interactions alongside quantitative data. However, if your call center handles outbound sales and marketing calls, a QA process for sales is even more important. FinTech, banking, healthcare, transportation, etc.)

Call Center 62

Call Center Outbound sales Feedback Best practices 62