Remove Benchmark Remove Caller satisfaction Remove Customer Service Remove Study
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6 Secrets for Boosting Customer Satisfaction in the Contact Center

Fonolo

In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction. Understand Your Customers’ Expectations. Understanding Industry Benchmarks.

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10 Tactics To Improve CX Through Contact Center IVR Messaging

NobelBiz

Before giving the extension number, it is better to provide the service or option that goes with it. For example: “For Customer Service, Press 1”, not “Press 1 for Customer Service.” On a more operational level, IVR reporting can assist you in improving customer service management.

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

Callminer

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. Cory Peace @simplr.