Pointillist

NOVEMBER 11, 2019

Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. FCR has strong links to customer satisfaction, service efficiency, and service costs. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. Voice is still the dominant channel in the contact center and will remain so for many years. More than a third of service organizations already have a defined AI strategy, and more than half are currently investigating ways to use it in the business.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

OctopusTech

SEPTEMBER 9, 2023

It helps them to focus on sales, marketing, product and service development, and other business operations. Some of the tech giants use contact center outsourcing solutions such as TCS, Dell, JPMorgan Chase, and many more because of their multiple benefits. This plays a major role in the sales funnel or lead generation.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Hodusoft

JUNE 7, 2024

For customer service businesses, call/contact centers play an important role in driving sales, improving retention rates, delivering excellent customer service and ultimately enhancing their brand’s reach and achieving positive recognition. How Does a Call Center Work?

Best practices 52

Best practices Call Center Omni-channel support Management 52