Best practices, Call Center, Call flow and industry standards

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Best practices

Call Center

Call flow

industry standards

5 Strategies for Optimizing & Improving Call Center Performance

EPIC Connections

JUNE 26, 2019

Management teams focus on customer journey analysis, customer retention rates, average handle time and myriad other metrics, because contact centers and call centers are often viewed as cost centers. The key to success is getting the most “bang for your buck” by optimizing and improving call center performance.

Call Center

Call Center Call flow industry standards Contact Center

The anatomy of an effortless customer interaction

Tethr

OCTOBER 2, 2020

While we acknowledge that ROI is one of the main things call centers measure, often using a metric referred to as FCR, or first-call resolution , our research indicates it’s more nuanced than that. Customer effort score: industry benchmarks and best practices. to NOT DO?! What gives?

Customer effort

Customer effort Customer Care Coaching Surveys

Customer Contact Central

5 Strategies for Optimizing & Improving Call Center Performance

The anatomy of an effortless customer interaction

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