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. Agents who rely on the knowledge base to get answers are able to give more accurate answers to callers.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Vonage

MAY 8, 2017

From the technology you use, the people you employ and the business processes you set in motion, everything has to be scalable. Establish a benchmark for the average number of cases your current team can handle and compare that to the growth of your customer base. Embrace mobile technology and remote working.

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

NobelBiz

FEBRUARY 7, 2022

The caller can select the best option for him by using the telephone keypad or by speaking. In broader terms, customers can interact with their favorite brands using this technology. Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52