Benchmark, Caller satisfaction and Multichannel

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Benchmark

Caller satisfaction

Multichannel

10 Tactics To Improve CX Through Contact Center IVR Messaging

NobelBiz

FEBRUARY 7, 2022

Update your clients on your multichannel Customers being informed about a new alternative service could help the contact center’s channel-shift strategy. Finish by telling the caller that your service is available at all times and encouraging them to contact you if they have any additional questions or requests for information.

Interactive Voice Response

Interactive Voice Response Contact Center contact center solutions Feedback

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. Operational efficiency, particularly focusing on caller forecasting.

Call Center

Call Center Metrics Contact Center Wait times

Customer Contact Central

10 Tactics To Improve CX Through Contact Center IVR Messaging

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

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