Benchmark, Caller satisfaction, Self service and Surveys

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Benchmark

Caller satisfaction

Self service

Surveys

6 Secrets for Boosting Customer Satisfaction in the Contact Center

Fonolo

AUGUST 24, 2017

Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction. If managing and distributing a survey isn’t something you want to handle internally, it can easily be outsourced. If managing and distributing a survey isn’t something you want to handle internally, it can easily be outsourced.

Contact Center

Contact Center Caller satisfaction Benchmark Call Center

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. It is the percentage of customer questions that could/should be handled in self-service by the customer.

Call Center

Call Center Metrics Contact Center Wait times

Customer Contact Central

6 Secrets for Boosting Customer Satisfaction in the Contact Center

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

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