JustCall

OCTOBER 25, 2023

Developing a robust knowledge base and FAQs to empower customers to find answers on their own. Best Practices for Post-Call Surveys Now that we’ve established the critical role of agent performance, let’s explore how post-call evaluation can help you elevate it.

Surveys 52

Surveys Best practices Feedback Metrics 52

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Callminer

AUGUST 1, 2017

First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. These are some of the main metrics; however, we also must think about the call outcomes and other key factors that can impact the business. Kristian Martell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ProProfs Blog

OCTOBER 13, 2020

In that case, it is important to understand what first contact resolution means for your business, its importance, and how you can improve it successfully. What is First Contact Resolution? First Contact Resolution Formula. What Is a Good First Contact Resolution Rate? Respond faster.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Hodusoft

AUGUST 2, 2023

It, however, doesn’t consider other key factors such as call type complexity, call duration, or additional revenue generated from the calls. What is a good cost per call? As per industry standards, an acceptable cost per call could range anywhere from $2.70

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

NobelBiz

FEBRUARY 15, 2023

The helpdesk also allows the creation of a knowledge base that may be used to solve similar situations in the future. The customer service excellency defined by NobelBiz With over 90% first-call resolution, NobelBiz provides the most responsive, proactive, and reactive customer care in the contact center business.

Customer Support 52

Customer Support CRM Contact Center Analytics 52