Fonolo

SEPTEMBER 27, 2016

Make sure your agents know what’s going on in the call center, as well as the metrics and benchmarks that they’re being measured against. This means that our customers can get on with their day while knowing that their issue will be addressed in a way that saves them time and hassle.”.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Fonolo

APRIL 24, 2018

When it comes to customer service, the expectations keeps rising. See our whitepaper for more on this topic The Contact Center Playbook for Improving Customer Satisfaction. Our favorite chart: Customer Experience Transformation Benchmark Study. See Is Chat Eating into Phone-Based Customer Service? Where to get it: [link].

Contact Center 99

Contact Center Call Center Self service Surveys 99

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

Fonolo

APRIL 24, 2018

When it comes to customer service, the expectation keeps rising. See our whitepaper for more on this topic The Contact Center Playbook for Improving Customer Satisfaction. Our favorite chart: Customer Experience Transformation Benchmark Study. See Is Chat Eating into Phone-Based Customer Service? Where to get it: [link].

Contact Center 57

Contact Center Call Center Self service Surveys 57

Pointillist

NOVEMBER 11, 2019

—McKinsey & Company To use FCR in your call center effectively, you need to understand more about what it is and how to calculate it. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Fonolo

JUNE 17, 2015

On top of that, each new employee should have a benchmark assessment during a one-on-one session (we’d suggest on live calls) to highlight areas where they need to improve from the start. These traits are obviously essential in the world of customer service. Curate a ‘self-serve’ knowledge base.

Call Center 96

Call Center Gamification Coaching Contact Center 96