The Northridge Group

NOVEMBER 4, 2021

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Frontline excellence training instructs managers in the following best practices of great coaches : Providing dedicated coaching with role modeling for the supervisors.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

Vistio

MARCH 11, 2024

Common performance metrics to consider include increases in first-call resolution rates, reduction in handling times, lower employee turnover, and improvements in customer satisfaction scores. Some crucial KPIs to consider include: First-Call Resolution (FCR): An indicator of the agent’s problem-solving abilities.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Fonolo

JANUARY 11, 2022

The Complete Guide to Call Center Management. Our Top 7 Book Picks for Call Center Management: 1. Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience (2019), Brad Cleveland . We present to you the bread-and-butter book of modern-day call center management. DID YOU KNOW?

Call Center 81

Call Center Marketing Management First call resolution 81

Global Response

MARCH 27, 2024

Agents need to be able to quickly find the correct information to efficiently and effectively solve customer queries. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Let’s explore some best practices.

Scripts 62

Scripts Call Center Customer Service Coaching 62

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. So how can you ensure you maintain or improve first call resolution rates? Not convinced?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Fonolo

SEPTEMBER 30, 2022

This will improve KPIs in the long run, including Average Handle Time, Customer Satisfaction (CSat), and First Call Resolution (FCR). TIP: Your veteran agents are your best resource. This is key if you want to deliver an exceptional customer experience. Working with goals and targets.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

NobelBiz

JULY 4, 2023

These are instrumental in enhancing agent utilization, customer experiences and shaping business strategy. TechTarget reports that companies use AI to improve business metrics, including revenue, cost and customer ratings. For example, customer sentiment ratings increased 57.3%

Call Center 52

Call Center Contact Center First call resolution Construction 52