EPIC Connections
JUNE 26, 2019
Five strategies for improving call center performance: 1.) Use benchmarking reports to understand your current performance and compare it to industry standards. You should also regularly evaluate your call handling processes and call flows to determine if they are aligned with your organization’s current goals.
Callminer
OCTOBER 11, 2018
FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. I believe this because actually connecting with the person you are calling is where the whole call flow starts.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Noble Systems
NOVEMBER 17, 2020
This allows companies to seamlessly insert CRM into the call flow. Watch our video to learn best practices to ensure your IVR presents the right choices to customers, walk through the benefits of Automated Callbacks, and see how to set benchmarks to evaluate your IVR’s performance.
Tethr
OCTOBER 2, 2020
What’s interesting to note about this one may have immediately become apparent if you’re looking at the call flow illustration above. So, an effortless customer interaction begins with the very things I’ve been coaching my customer care team, my call center floor managers and supervisors (or maybe even been coached myself!)
Balto
NOVEMBER 28, 2023
Call flow: how well the agent is directing the call flow and whether they’re sticking to the script. Analyzing Call Data for Quality Insights AI is capable of analyzing 100% of calls in your contact center, ensuring that the quality insights you get are as accurate as possible.
Expert insights. Personalized for you.
28 
Let's personalize your content