Benchmark, Caller satisfaction and Wait times

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Benchmark

Caller satisfaction

Wait times

10 Tactics To Improve CX Through Contact Center IVR Messaging

NobelBiz

FEBRUARY 7, 2022

The time and effort put into developing your IVR will immediately pay off. In addition, call redirection reduces the amount of time your agents spend on the phone and, as a result, your clients’ wait time. Quality communications save time not just for your organization but also for your consumers!

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. But if there is a single sore point: it’s the often-ridiculous wait times. Nate is from Riverdale, NY.

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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