Fonolo

SEPTEMBER 27, 2016

Accessible information both empowers your agents and improves the customer experience because a well-informed agent is much more able to resolve customers’ problems on the first contact. And the importance of First Call Resolution to a call center’s success doesn’t need to be explained here.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Pointillist

NOVEMBER 11, 2019

Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. FCR has strong links to customer satisfaction, service efficiency, and service costs. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Social Media ?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176