call center professionals Customer Care First call resolution Interactive Voice Response 
BlueOcean
OCTOBER 4, 2023
The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The same is true for first call resolution and average handle times. It’s our thing. So, of course, we’re biased.
OctopusTech
SEPTEMBER 9, 2023
They use Interactive Voice Response (IVR) in their call centers where customers can interact with the self-service menu by using speech recognition or dial entry features and get connected to the right operator who can solve all their queries.
Fonolo
NOVEMBER 17, 2020
While these metrics are crucial, they only indirectly help a company understand how the contact center contributes to financial success. According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point. Call Center Trends 2017.
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