Call center experience Customer effort Interactive Voice Response Study 
OctopusTech
MARCH 1, 2023
Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true.
Global Response
MARCH 1, 2022
In order to drive loyalty and increase sales, this consumer services brand wants to focus on improving their customer service experience. In this situation, the best KPIs to track would include average handle time and FCR (first call resolution). Did you know that 56% of customers won’t wait on hold for more than two minutes?
Expert insights. Personalized for you.
62 
Let's personalize your content