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. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

MAY 9, 2023

Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM. Invest in Onboarding and Continuous Training Ensure your agents are well-versed in using the call center dialer software and are updated on new features, techniques, and best practices.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Customer Relationship Metrics

JANUARY 11, 2017

Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent. Goal: Reduce repeat calls – increase First Call Resolution (FCR), when the emotions are fresh.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67