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

Increased confidence translates to improved business metrics, like first call resolution, higher CSAT scores, faster speed to proficiency, and improved compliance scores. He’s held executive positions at MBNA, Bank of America, and SquareTwo Financial. Brian can be reached at briant@zenarate.com.

Customer Service 94

Customer Service Banking First call resolution Best practices 94

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

Call Experts

JULY 27, 2023

First Call Resolution (FCR) : Measures the percentage of customer issues resolved in the first contact. Service Level Agreement (SLA) Compliance : Measures the percentage of calls answered within a specified timeframe as well as hold time and total calls received.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

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. FinTech, banking, healthcare, transportation, etc.) a quality assurance process is essential, and should be implemented as soon as the call center is active.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

NobelBiz

JULY 25, 2023

Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions. Recommendations: Advanced systems might even suggest actions, like refining scripts, introducing new training modules, or adjusting staffing levels during specific hours.

Analytics 98

Analytics Call Center Scripts Contact center software 98