Benchmark, Best practices, Caller satisfaction and Education

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

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. Educating on self-service results in a better customer experience. Back-end conversion rates.

Call Center

Call Center Metrics Contact Center Wait times

Six tips for scaling your sales and service team

Vonage

MAY 8, 2017

Are employees on-board and fully educated about the benefits of a scalable workplace? If you’re unsure on either of the above take a look at our top tips below for advice and best practice when scaling your business. Inbound calls are routed to the most appropriate agent, ensuring better agent and caller satisfaction.

Sales

Sales Caller satisfaction Benchmark SaaS

Customer Contact Central

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Six tips for scaling your sales and service team

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