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Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

it also reduces time to speak with industry peers, to attend conferences or seminars. Conflicting objectives: Often contact centers are asked to deliver multiple objectives simultaneously: improve customer satisfaction and reduce costs, or increase first call resolution, but don’t spend anything on additional training.

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12 Customer Service Skills to Enhance the Customer Experience

aircall

Although what defines “good” customer service may vary from business to business, there are industry standards that you can use as a benchmark. Average amount of time to return a missed call lets you know how quickly your team can attend to the customer, even after a missed call, and indicates how efficient your CS operations are.