Hodusoft

APRIL 17, 2024

As per a research by SQM Group, self-service first call resolution ( FCR ) rate is 74%, and those who opt for a self-service option prefer it to an IVR used to navigate callers to agents for issue resolution. Higher FCR Did you know that auto attendants’ FCR rate is the highest among all contact channels?

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Enghouse Interactive

MAY 21, 2019

Enghouse Interactive Educates – #2 in a series. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

APRIL 28, 2019

When complemented with self-monitoring capabilities, where agents can evaluate themselves, this has been shown to produce significant overall operational improvements and cost savings. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 40

NobelBiz

JANUARY 17, 2022

To demonstrate this perspective, consider the following examples of AHT discovered on current customers: 3 to 4 minutes for e-commerce customer service; 5 to 6 minutes for telco customer care (excluding technical help); 10 to 12 minutes for legal aid, etc. Learn more about the Call Center Omnichannel Metrics that Matter Today.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52